Customer Retention Specialist Trupanion

HelpfulRemote; Northern (KY); Hybrid; USD 41,000 - 51,000; Full time

Job summary

Trupanion in the United States is seeking a remote Customer Retention Specialist to handle inbound calls and emails from policyholders looking to cancel.

You will re-educate customers on coverage value, work to resolve objections, and de-escalate emotionally charged conversations with empathy. This full-time role follows Pacific Time hours and is open to US-based candidates outside a list of excluded states, with a hybrid Seattle option.

Qualifications

• 3+ years in customer retention or similar fast-paced call center role.
• 1+ year of general customer service experience.

Responsibilities

• Handle inbound calls and emails from customers who want to cancel their policy.
• Re-educate policyholders on the value of their coverage and benefits.
• Resolve objections while de-escalating emotional conversations with empathy.

Skills

Customer retention

Account management

Call center experience

Tools

CRM software

Multi-platform tools

Job description

• Posted 5 days ago
• 46,000 USD / year

Trupanion

This role sits within a pet insurance company’s contact center, handling inbound calls and emails from customers who want to cancel their policy. The specialist listens to concerns, re-educates pet owners on the value of their coverage, and works to resolve objections while de-escalating emotional or difficult conversations with empathy.

Candidates need at least three years of experience in customer retention, account management, or a similar fast-paced call center role, plus a year of general customer service experience. Strong communication, technical troubleshooting skills, and comfort using CRM systems and multiple digital platforms are required. Property and Casualty licensing is a plus and may be required after hire.

This is a full-time remote position working Pacific Time hours, including weekends without rotation, open to US-based candidates outside a list of excluded states. A hard-wired internet connection is required, and a hybrid option exists for those near the Seattle office.

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