Customer Retention Specialist
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Job Description
Customer Retention Specialist educating and supporting pet owners for Trupanion's pet medical insurance. Managing customer inquiries and ensuring retention through empathy and exceptional service.
Responsibilities:
- Educate and support Trupanion customers who are requesting to cancel their policy by delivering exceptional service through inbound calls and email
- Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines
- Provide outstanding customer support by active listening investigating concerns, and taking solution-oriented action to support retention
- De-escalate challenging situations with empathy and professionalism, using strong communication skills while embodying Trupanion’s core values
- Educate pet parents on the lifetime value of coverage to empower informed decision-making
- Build authentic connections by tailoring your communication style to meet individual customer needs
- Thrive in a fast-paced environment by adapting quickly to evolving responsibilities, processes and workflows
- Navigate multiple systems and tools to deliver seamless and efficient member experience
- Prioritize and manage time effectively to provide exceptional customer service in a fast-paced contact center
- Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system
- Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates
- Take a pro-active, solution-oriented approach when facing technical challenges, such as identifying alternate ways to continue work while awaiting IT support
- Consistently meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts
- Engage in on camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture
Requirements:
- 3 years of experience in a customer retention, account management, or similar role in a fast-paced call center environment is essential
- 1+ years of experience in a customer service role is essential
- Proven track record of success in retaining customers, handling cancellations and renewing services
- Demonstrated ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with empathy
- Strong written and verbal communication skills
- Experienced in navigating multiple digital platforms simultaneously, with a strong aptitude for diagnosing and resolving technical issues in real time while maintaining a great customer experience
- Proficient in using CRM Systems to document and manage customer interactions
- Strong technical troubleshooting skills and comfort using technology independently in a remote environment
- Experience working remotely in private setting with reliable hard-wired internet connection and a distraction-free home-office setup
- Property and Casualty (P&C) licensing is a plus
Benefits:
- Full medical, dental, and vision benefits at no cost to the employee
- Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
- Five-week sabbatical after five years of employment
- Open, casual, pet-friendly, and fun office environment
- Free medical health insurance for your pet (1 dog or cat)
- Paid time off to volunteer at nonprofit organizations
- Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards
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