Customer Retention Specialist - (Pacific Time Hours)
About the position Do you love cats and dogs? Are you looking for a career in a high-growth industry that helps pets? Trupanion is seeking a highly motivated and dedicated Customer Retention Specialist to join the team! In this position, you will work with current members requesting to cancel their policy - investigating and problem-solving for solutions to retain them as members. We're looking for those that thrive in engaging with customers, are comfortable navigating complex situations, investigating, problem-solving, and taking action in the moment. In this role, you will build real-life connections, and help educate members on the unparalleled lifetime value and importance of having a pet protected by us. Responsibilities • Provide an exceptional experience for current Trupanion members requesting to cancel their policy through inbound phone calls in a remote or hybrid call center environment. • Genuinely listen, investigate, and find the path to retaining members that request to cancel their policy. • Handle sensitive, emotionally charged situations with empathy and care, exemplifying Trupanion values. • Utilize multiple systems simultaneously. • Quickly adapt to changes in procedure in a high-growth environment. Requirements • 1+ year of successful Customer Retention experience in a fast-paced call center. • 1+ year of customer service experience. Nice-to-haves • Proven ability to implement retention strategies that retain customers. • Experience using and learning complex computer systems. • Fluency in French or Spanish 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. • Five-week sabbatical after five years of employment. • 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. Apply tot his job