Customer Retention Specialist - (Pacific Time Hours)

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Join Our Retention Team: Meaningful work impacting pets' lives!

Job Description

Do you love cats and dogs? Are you looking for a career in a high-growth industry that helps pets? Trupanion is seeking a highly motivated and dedicated Customer Retention Specialist to join the team! In this position, you will work with current members requesting to cancel their policy - investigating and problem-solving for solutions to retain them as members.

We're looking for those that thrive in engaging with customers, are comfortable navigating complex situations, investigating, problem-solving, and taking action in the moment. In this role, you will build real-life connections, and help educate members on the unparalleled lifetime value and importance of having a pet protected by us.

Schedule (Pacific Time Hours):

This position requires you to work a full time schedule (8 hour shifts x 5 days a week) including full weekends without rotation with shifts ranging from 6:00 AM Pacific Time - 7:00 PM Pacific Time. The first seven weeks of training require you to work Monday - Friday from 8:00 AM Pacific Time - 5:00 PM Pacific Time. 

Please Note: We are unable to consider applications submitted without weekend availability.

At Trupanion, we believe a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open to candidates anywhere in the US aside from Alabama, Florida, Georgia, Nevada & New York. You must be able to have a reliable/stable connection to the internet through hard-wire Ethernet. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.

What you will do:

• Provide an exceptional experience for current Trupanion members requesting to cancel their policy through inbound phone calls in a remote or hybrid call center environment
• Genuinely listen, investigate, and find the path to retaining members that request to cancel their policy.
• Handle sensitive, emotionally charged situations with empathy and care, exemplifying Trupanion values
• Utilize multiple systems simultaneously
• Quickly adapt to changes in procedure in a high-growth environment

Experience you have:

• 1+ year of successful Customer Retention experience …