Customer Retention Specialist

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

📋 Description

• Provide education and support to customers seeking policy cancellations via inbound calls and emails.

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

• Address customer concerns and take solution-focused actions to enhance retention.

• Effectively de-escalate difficult situations with professionalism and empathy.

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

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

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

• Utilize various systems and tools to provide an effective member experience.

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

• Record customer interactions and keep detailed records in the CRM system.

• Independently resolve common technical issues and adapt to new tools or system updates.

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

• Achieve or surpass productivity and quality goals while maintaining 90% attendance of scheduled shifts.

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

⛳️ Requirements

• Full-time commitment of 8-hour shifts, 5 days per week, including weekends without rotation.

• Willingness to work nights, weekends, and federal holidays as required by a 24/7 contact center.

• Availability for training Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time for the first seven weeks.

• Mandatory attendance and active participation in training, including being on camera.

• Weekend availability is essential.

• Dependable and consistent internet connection via a hard-wired Ethernet; wireless, satellite, and mobile hotspots are not acceptable.

• Minimum of 3 years experience in customer retention, account management, or similar roles in a fast-paced call center setting.

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

• Demonstrated success in customer retention, managing cancellations, and renewing services.

• Capability to de-escalate challenging situations and manage complaints and sensitive topics with empathy.

• Strong written and verbal communication abilities.

• Experience using multiple digital platforms simultaneously.

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

• Familiarity with CRM systems.

• Solid technical troubleshooting skills and a comfort level with technology in a remote setting.

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

• Ability to secure and maintain active Property and Casualty (P&C) licensing in all 50 states and relevant jurisdictions, including designated Canadian provinces.

• Applicants must have authorization 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 hires, vesting over a period of 4 years.

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

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

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

• Four weeks of paid time off.

• Nine paid float holidays.

• A five-week sabbatical after five years of service.

• An open, casual, pet-friendly, and enjoyable office atmosphere.

• Complimentary health insurance for one dog or cat.

• Paid time off to volunteer at nonprofit organizations.

• Free on-site gym facilities.

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

• Free parking available.

• Paid ORCA cards provided.