Customer Retention Specialist
New
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TrupanionPet insurance
This is a remote position open across the United States, subject to the following state-specific hiring requirements, Pacific Time; shifts fall within 5:00 AM to 7:00 PM Pacific Time. Weekend availability is required, including Saturdays and Sundays.Full-TimeMiddle
Salary$23/hour on a full-time schedule. Along with the hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance. If you currently hold an active P&C license, you are eligible for a $1,500 sign-on bonus.
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Job Details
- Experience
- 3 years of experience in a customer retention, account management, or similar role in a fast-paced call center environment is essential
- Required Skills
- Customer serviceAccount Management
Requirements
- Have 3 years of experience in customer retention, account management, or a similar role in a fast-paced call center.
- Demonstrate success retaining customers, handling cancellations, and renewing services.
- Be able to de-escalate complaints and sensitive or emotional situations with empathy.
- Have strong written and verbal communication skills.
- Be experienced using multiple digital platforms simultaneously and diagnosing and resolving technical issues in real time.
- Be proficient with CRM systems for documenting and managing customer interactions.
- Have strong technical troubleshooting skills and be comfortable using technology independently in a remote environment.
- Have experience working remotely in a private setting with reliable hard-wired internet and a distraction-free home office.
- Hold, or be able to obtain and maintain, an active P&C license in your state of residence.
- Be willing and able to obtain and maintain additional licenses in other U.S. states and applicable Canadian provinces as required.
- Work five 8-hour shifts per week, including Saturdays and Sundays, with two consecutive weekdays off; schedules are set and do not rotate.
- Attend weekday training from 8:00 AM to 5:00 PM Pacific Time, with attendance, active participation, and camera use required.
Responsibilities
- Educate and support customers requesting to cancel their policy through inbound calls and email.
- Manage high call volumes while balancing empathy, efficiency, and productivity.
- Listen actively, investigate concerns, and take solution-oriented action to support retention.
- De-escalate challenging situations and handle sensitive conversations with empathy and professionalism.
- Explain the long-term value of coverage to help pet owners make informed decisions.
- Adapt communication to individual customer needs and build authentic connections.
- Navigate multiple systems and tools while managing time and priorities in a fast-paced contact center.
- Document customer interactions accurately in the CRM system.
- Troubleshoot common technical issues and use alternative ways to continue working while awaiting IT support.
- Meet productivity and quality targets, maintain at least 90% schedule adherence, and participate in on-camera team calls.
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