Customer Retention Specialist
Customer Retention Specialist
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Job Description
Do you love cats and dogs Are you looking for a career in a highgrowth industry that helps pets Trupanion is seeking a highly motivated and dedicated Member Experience Specialist Retention to join the team! In this position you will work with current members requesting to cancel their policy investigating and problemsolving for solutions to retain them as members.
Were looking for those that thrive in engaging with customers are comfortable navigating complex situations investigating problemsolving and taking action in the moment. In this role you will build reallife connections and help educate members on the unparalleled lifetime value and importance of having a pet protected by us.
Schedule (Pacific Time Hours):
This position requires a fulltime schedule (8hour shifts 5 days per week) that includes both Saturday and Sunday every week (no weekend rotation).
The first seven weeks of training are MondayFriday from 8:00 AM to 5:00 PM Pacific Time.
Please Note: We are unable to consider applications without weekend availability.
This position is open to candidates in the Seattle area. You will follow a hybrid schedule: working from our casual petfriendly office Monday through Friday. If youre scheduled to work on a weekend those shifts may be worked remotely.
Why youll love coming into the office:
Free onsite gym
Free dogwalking services for office pets during business hours
Free parking and paid ORCA cards
Open fun and petfriendly work environment
Plus: free medical insurance for your pet (1 dog or cat)!
What you will do:
- 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 highgrowth environment
Experience you have:
1 year of successful Customer Retention experience in a fastpaced call center
1 year of customer service experience
What youll bring:
Proven ability to implement retention strategies that retain customers
Experience using and learning complex computer systems
Fluency in French or Spanish is a plus
Compensation:
The pay for this position is $23.00/hour on a fulltime 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 Trupanions success so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.
Property and Casualty licensing: There is a $1500 signon bonus for currently licensed candidates. If you are not licensed Trupanion provides 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!)
- Fiveweek sabbatical after five years of employment
- Open casual petfriendly 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 onsite gym free dog walking services for office pets during business hours free parking and paid ORCA cards.
For more information about Trupanion visit more about how Trupanion has revolutionized our industry and the reimbursement model: is an equalopportunity 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
