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 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.
Were 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.
Schedule (Pacific Time Hours):
This position requires a full-time schedule (8-hour 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. Weekday shifts are worked from our casual pet friendly office pending your schedule. If youre scheduled to work on a weekend those days may be worked remotely or in-office based on your preference.
Why youll love coming into the office:
Free on-site gym
Free dog-walking services for office pets during business hours
Free parking and paid ORCA cards
Open fun and pet-friendly work environment
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 high-growth environment
Experience you have:
1 year of successful Customer Retention experience in a fast-paced 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 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 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 sign-on 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!)
- 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 more about how Trupanion has revolutionized our industry and the reimbursement model: 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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
