Customer Retention Specialist

Trupanion

Customer Retention Specialist at Trupanion engaging with pet owners to support their insurance needs. Delivering exceptional service and proactively managing customer relationships.

Posted 6/24/2026full-timeRemote • Washington • 🇺🇸 United StatesMid-LevelSenior💰 $23 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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
Must be able to obtain and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions, e.g. assigned Canadian Provinces.

Benefits

Comp & 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
Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer retentionaccount managementtechnical troubleshootingCRM systemsdocumenting customer interactionsnavigating digital platformshandling cancellationsrenewing servicesde-escalating situationssolution-oriented approach

Soft Skills

empathycommunication skillsactive listeningtime managementadaptabilityproblem-solvingbuilding connectionsprofessionalismcollaborationcustomer service

Certifications

Property and Casualty (P&C) licensing