Customer Retention Specialist

This is a remote position open to candidates anywhere in the US aside from Alabama, California, Florida, Georgia, Illinois, Nevada & New York., Pacific TimeFull-TimeMiddle

Salary$23/hour

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Job Details

Experience: 3 years of experience in a customer retention, account management, or similar role; 1+ years of experience in a customer service role.
Required Skills: Customer serviceCRM

Requirements

3 years of experience in a customer retention, account management, or similar role in a fast-paced call center environment
1+ years of experience in a customer service role
Proven track record of success in retaining customers and handling cancellations
Ability to obtain and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions
Strong technical troubleshooting skills and ability to use technology independently in a remote environment
Proficiency in navigating multiple digital platforms and CRM systems simultaneously
Demonstrated ability to de-escalate difficult situations and handle sensitive or emotional topics
Ability to work a full-time schedule (8-hour shifts, 5 days a week) including full weekends
Access to a reliable, stable, hard-wired Ethernet internet connection (cable or fiber)
Must be able to work Pacific Time hours as scheduled

Responsibilities

Educate and support Trupanion customers requesting to cancel their policy via inbound calls and email
Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines
De-escalate challenging situations with empathy and professionalism using strong communication skills
Document customer interactions and maintain detailed records in the CRM system
Navigate multiple systems and tools to deliver seamless and efficient member experience
Contribute to an inclusive remote culture through active participation in on-camera video calls

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