Customer Retention Specialist

This is a fully remote position, open to applicants in Alabama, +7 more states.

📋 Description

• Provide education and assistance to customers seeking to cancel their policies via inbound calls and email communications.

• Handle a high volume of calls while maintaining empathy, efficiency, and productivity.

• Investigate customer issues and take proactive, solution-oriented steps to enhance retention.

• De-escalate complex situations with professionalism and empathy.

• Inform pet owners about the long-term benefits of Trupanion coverage.

• Foster genuine connections by customizing communication to meet the unique needs of each customer.

• Adjust to changing responsibilities, processes, and workflows as needed.

• Utilize multiple systems and tools to ensure a smooth member experience.

• Effectively prioritize and manage time in a dynamic contact center environment.

• Record customer interactions and maintain comprehensive CRM documentation.

• Troubleshoot common technical issues independently and adapt to new tools or software updates.

• Discover alternative methods to continue working while waiting for IT assistance.

• Achieve or surpass productivity and quality standards while adhering to 90% of scheduled work shifts.

• Engage in on-camera video calls to collaborate with team members and promote an inclusive remote culture.

• Complete seven weeks of training from Monday to Friday, 8:00 AM to 5:00 PM Pacific Time.

⛳️ Requirements

• Minimum of 3 years of experience in customer retention, account management, or a related role within a fast-paced call center environment.

• At least 1 year of experience in a customer service position.

• Proven success in retaining customers, managing cancellations, and renewing services.

• Ability to de-escalate challenging situations and address complaints and sensitive topics with empathy.

• Excellent written and verbal communication skills.

• Experience navigating multiple digital platforms at the same time.

• Ability to diagnose and resolve technical issues in real-time.

• Proficient in using CRM systems to document and manage customer interactions.

• Strong technical troubleshooting skills and comfort with using technology independently in a remote setting.

• Experience working remotely in a private environment with a reliable hard-wired internet connection and a distraction-free home office setup.

• Must be able to obtain and maintain active Property and Casualty (P&C) licensing in all 50 states and relevant Canadian provinces.

• Reliable hard-wired Ethernet internet connection is required; wireless, satellite, and mobile hotspots are not allowed.

• Availability on weekends, including full weekend shifts without rotation.

• Ability to work 8-hour shifts, 5 days a week.

• Applicants must be authorized to work for any employer in the U.S.; visa sponsorship is not available.

• Must attend and actively participate in the first seven weeks of training, including on-camera participation.

• P&C licensing is advantageous.

🏝️ Benefits

• Uncapped monthly bonuses based on individual performance.

• Restricted Stock Units awarded to all new team members, vesting over a four-year period.

• $1500 sign-on bonus for candidates who are currently licensed.

• Coursework and paid study time during the first three weeks of P&C training for unlicensed candidates.

• Comprehensive medical, dental, and vision benefits at no cost to employees.

• Four weeks of paid time off.

• Nine paid float holidays.

• Five-week sabbatical after five years of employment.

• Complimentary medical health insurance for one dog or cat.

• Paid time off to volunteer at nonprofit organizations.

• Access to a free on-site gym.

• Complimentary dog walking services for office pets during business hours.

• Free parking available.

• Paid ORCA cards provided.