Customer Retention Specialist

This is a fully remote position, open to applicants in Washington.

📋 Description

• Provide education and assistance to customers seeking to cancel their policies through incoming calls and emails.

• Handle significant call volumes while maintaining empathy, efficiency, and productivity within tight deadlines.

• Address customer issues and take proactive measures to enhance retention.

• Manage challenging situations and address complaints and sensitive topics with professionalism.

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

• Establish genuine connections by customizing communication to meet individual customer needs.

• Quickly adapt to changing responsibilities, processes, and workflows.

• Utilize various 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.

• Independently troubleshoot common technical issues and adjust to new tools or system updates.

• Identify alternative methods to continue work while awaiting IT assistance.

• Achieve or surpass productivity and quality benchmarks while maintaining 90% adherence to scheduled shifts.

• Engage in on-camera video calls to collaborate with the team and contribute to the remote culture.

⛳️ Requirements

• A minimum of 3 years of experience in customer retention, account management, or a similar position within a fast-paced call center setting.

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

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

• Capability to de-escalate challenging situations and address complaints and sensitive or emotional issues with empathy.

• Excellent written and verbal communication abilities.

• Experience working with multiple digital platforms concurrently.

• Proficiency in diagnosing and resolving technical issues in real time.

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

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

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

• Must be able to acquire and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions, including designated Canadian provinces.

• Having Property and Casualty (P&C) licensing is advantageous.

• Must have a reliable internet connection via a hard-wired Ethernet; Wi-Fi, satellite, and mobile hotspots are not acceptable.

• Availability to work full weekends without rotation, including nights, weekends, and federal holidays as required.

• Must complete the initial seven weeks of training from Monday to Friday, 8:00 AM to 5:00 PM Pacific Time.

• Participation in training via camera is mandatory.

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

🏝️ Benefits

• Unrestricted monthly bonuses based on individual performance.

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

• A $1,500 sign-on bonus for employees who currently hold P&C licenses.

• Coursework and paid study time during the initial three weeks of P&C training for qualifying states in the U.S. for employees who are not licensed.

• Comprehensive medical, dental, and vision benefits at no expense to the employee.

• Four weeks of paid time off.

• Nine paid float holidays.

• Five-week sabbatical after five years of employment.

• Free medical health insurance for one dog or cat.

• Paid time off for volunteering at nonprofit organizations.

• Optional hybrid work schedule in the Seattle office.

• Complimentary on-site gym.

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

• Complimentary parking.

• Paid ORCA cards.