Customer Retention Specialist

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

📋 Description

• Provide education and assistance to customers who wish to cancel their policy via inbound calls and emails.

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

• Engage in active listening, address concerns, and take proactive measures to support customer retention.

• Manage challenging situations with professionalism and empathy to de-escalate conflicts.

• 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.

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

• Utilize various systems and tools to provide a smooth experience for members.

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

• Precisely record customer interactions in the CRM system.

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

• Explore alternative methods to maintain productivity while waiting for IT support.

• Achieve or surpass productivity and quality benchmarks while ensuring at least 90% adherence to the schedule.

• Engage in on-camera video calls to collaborate with the team and help cultivate an inclusive remote culture.

⛳️ Requirements

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

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

• Skilled in de-escalating challenging situations and addressing complaints with sensitivity and empathy.

• Excellent verbal and written communication abilities.

• Proficient in navigating multiple digital platforms concurrently.

• Capability to diagnose and resolve technical issues as they arise.

• Expertise in using CRM systems for documenting and managing customer interactions.

• Strong troubleshooting skills and the ability to use 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.

• Must possess, or be able to obtain, and maintain an active Property and Casualty (P&C) license in the state of residence.

• Willingness and ability to acquire and maintain additional licenses in other U.S. states and applicable Canadian provinces as necessary.

• Residents of Alabama, Florida, Georgia, Illinois, Nevada, and New York must already have an active P&C license.

• Applications from individuals residing in California, New Jersey, Oregon, Texas, and Massachusetts are not currently accepted.

• A reliable, stable hard-wired Ethernet internet connection is required; Wi-Fi, satellite, and mobile hotspots are not allowed.

• Availability to work five 8-hour shifts per week, including weekends.

• Must be available to work during the hours of 5:00 AM–7:00 PM Pacific Time.

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

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

🏝️ Benefits

• Unlimited monthly bonuses based on individual performance.

• Restricted Stock Units awarded to all new team members, vesting over four years.

• A sign-on bonus of $1,500 for applicants who currently hold an active P&C license.

• P&C licensing coursework and paid study time during the first three weeks of P&C training for those not currently licensed.

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

• Four weeks of paid time off.

• Nine paid float holidays.

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

• Complimentary medical health insurance for one pet (dog or cat).

• Paid time off to volunteer for nonprofit organizations.

• Flexible workplace options and the ability to work remotely.

• Hybrid schedule option available in the Seattle office.

• On-site gym access at no charge.

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

• Free parking facilities.

• Paid ORCA cards for public transportation.