Customer Retention Specialist (Pacific Time Hours)

About Our Client

Trupanion operates in the pet medical insurance industry in North America, addressing the challenge pet owners face in budgeting and caring for their pets' health. The organization provides medical insurance specifically for cats and dogs, aiming to help responsible pet owners manage the financial aspects of pet healthcare.

About the Opportunity

The Customer Retention Specialist plays a crucial role in strengthening relationships with pet owners by engaging with them during critical moments. This position is responsible for educating customers on the long-term benefits of pet insurance coverage, addressing concerns with empathy, and encouraging continued protection of pets through personalized communication. The role contributes directly to customer retention and satisfaction by providing supportive, solution-focused service.

Responsibilities

• Educate and support customers requesting policy cancellations via inbound calls and email.
• Manage high call volumes while balancing empathy, efficiency, and productivity.
• Actively listen to concerns, investigate issues, and take solution-oriented actions.
• De-escalate challenging situations professionally and empathetically.
• Communicate the lifetime value of coverage to aid informed decisions.
• Tailor communication styles to individual customer needs.
• Adapt quickly to evolving responsibilities and workflows.
• Use multiple systems and tools to deliver efficient member experiences.
• Prioritize time effectively in a fast-paced contact center environment.
• Accurately document customer interactions in the CRM system.
• Demonstrate technology proficiency, troubleshoot issues independently in a remote setting.
• Maintain or exceed productivity and quality targets and adhere to scheduled shifts.
• Participate in on-camera video calls to support team collaboration and remote culture.

Requirements

• Minimum of 3 years in customer retention, account management, or similar call center roles.
• At least 1 year of customer service experience.
• Proven success in retaining customers and handling cancellations.
• Skilled in de-escalating difficult and emotional situations with empathy.
• Strong written and verbal communication skills.
• Experience navigating multiple digital platforms and troubleshooting technical issues.
• Proficient in CRM systems.
• Ability to work remotely with a reliable hard-wired internet connection and distraction-free home-office setup.
• Property and Casualty (P&C) licensing is a plus.
• Must be able to obtain and maintain necessary state licenses.
• Availability for full-time shifts including weekends, with mandatory training hours.