Customer Retention Specialist (Pacific Time Hours)

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners' budget and care for their pets. At Trupanion, we offer a collaborative pet-friendly environment where everyone is encouraged to be themselves. 

Join Our Customer Retention Team: Meaningful work impacting pets' lives! 

Job Description

At Trupanion, our Contact Center is powered by passionate Care, Sales, Retention, and Team Support Specialists who work together to deliver exceptional service. We’re looking for people who are excited to educate pet owners and champion the value of protecting their pets with Trupanion coverage. Our Contact Center is open 24/7, 365 days a year – including nights, weekends, and federal holidays – so team members should be prepared to support pet parents whenever they need us most. 
 
As a Customer Retention Specialist, you’ll play a vital role in deepening relationships by engaging with customers during the moments that matter most. You’ll approach each interaction with empathy and care. Listening actively, thoroughly investigating concerns, and taking thoughtful, timely actions to provide meaningful support. Through impactful phone conversations and personalized email follow-ups, you’ll reeducate pet parents on the long-term value of coverage, helping them fully understand the benefits of protecting their pets with Trupanion. You’ll skillfully navigate objections and sensitive situations, working with customers to overcome barriers, identify solutions, and ensure they feel seen, heard, and valued. Whether you’re de-escalating an emotional conversation or reinforcing the peace of mind our coverage provides, your goal is to ensure every customer feels informed, supported, and confident in their decision to continue protecting their pet with Trupanion. 

Schedule (Pacific Time):
This is a full-time position consisting of five 8-hour shifts per week. Our Retention department operates seven days a week, from 5:00 AM to 7:00 PM Pacific Time. The permanent schedule will fall within these operating hours and will be confirmed during the recruitment process.

Weekend availability is required, including both Saturdays and Sundays, with two consecutive days off during the week. Schedules are set and do not rotate. 

Training Schedule: Training takes place Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time. The duration of training will vary based on Property and Casualty (P&C) licensing status. The specific training timeline will be confirmed during the recruitment process.

Attendance and active participation, including being on camera, are mandatory during training. These expectations remain an important part of the role, supporting engagement, connection, and collaboration in a remote environment. 

At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open across the United States, subject to the following state-specific hiring requirements:

• Alabama, Florida, Georgia, Illinois, Nevada & New York: You must already hold an active P&C license to be eligible for consideration. 
• California, New Jersey, Oregon, Texas and Massachusetts: We are currently unable to consider applications from those residing in these states. 

You must have a reliable and stable internet connection, delivered through a hard-wired Ethernet connection (cable or fiber). Wireless connections, including Wi-Fi, satellite, and mobile hotspots, are not permitted. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.  

What you will do 

• 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 actively 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 a 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 proactive, 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 maintaining a minimum of 90% schedule adherence 
• Engage in on-camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture 

   Experience you have: 

• 3 years of experience in a customer retention, account management, or similar role in a fast-paced call center environment 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 a private setting with a reliable hard-wired internet connection and a distraction-free home-office setup

Requirements: 

• Must hold or be able to obtain and maintain an active P&C license in your state of residence.
• Must be willing and able to obtain and maintain additional licenses in other U.S. states and applicable Canadian provinces, as required for the role. Trupanion will facilitate the additional licensing process.

Compensation: 

• The pay for this position is $23/hour on a full-time schedule. Along with the hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance. 
• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years. 
• P&C Licensing: If you currently hold an active P&C license, you are eligible for a $1,500 sign-on bonus. If you are not currently licensed, Trupanion provides licensing coursework and paid study time during the first three weeks of P&C training.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Benefits and Perks:

• 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
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.