Trupanion

Spanish Bilingual Customer Retention Specialist

Trupanion

full-time

Posted on:

Location Type: Remote

Location: Washington • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $24 per hour

About the role

  • 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
  • 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
  • Engage in on camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

Requirements

  • Bilingual fluency in Spanish and English is required
  • 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.
Benefits
  • 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer retentionaccount managementcustomer servicetechnical troubleshootingCRM systemsbilingual fluencydocumenting customer interactionsnavigating digital platformshandling cancellationsrenewing services
Soft Skills
empathycommunication skillsactive listeningproblem-solvingadaptabilityprofessionalismbuilding connectionsde-escalationtime managementteam collaboration