Remote Customer Retention Specialist

Trupanion; Seattle (WA); Remote; USD 26,000 - 37,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

RSUs equity

Pet-friendly culture

Job summary

Trupanion in the United States is seeking a Customer Retention Specialist to support policyholders via inbound calls and email, focusing on ongoing coverage and renewals. The role requires empathy, active listening, and the ability to navigate multiple systems.

This full-time position follows Pacific Time hours, with weekend work and a training period. A P&C license in your state is required or licensing support provided; remote-friendly with opportunities to hybrid in Seattle.

Qualifications

• 3 years of experience in a customer retention, account management, or similar role in a fast-paced call center environment.
• Proven track record of success in retaining customers, handling cancellations and renewing services.
• Strong written and verbal communication skills.
• Must hold or be able to obtain and maintain an active P&C license in your state of residence.

Responsibilities

• Educate and support Trupanion customers who are requesting to cancel their policy by delivering exceptional service through inbound calls and email.
• Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines.
• Provide outstanding customer support by actively listening, investigating concerns, and taking solution-oriented action to support retention.
• De-escalate challenging situations with empathy and professionalism, using strong communication skills while embodying Trupanion’s core values.
• Educate pet parents on the lifetime value of coverage to empower informed decision-making.

Skills

Customer retention

Call center

Empathy

Communication

CRM navigation

Technical troubleshooting

Remote work

Tools

CRM software

Multiple digital platforms

Job description

Trupanion in the United States is seeking a Customer Retention Specialist to support policyholders via inbound calls and email, focusing on ongoing coverage and renewals. The role requires empathy, active listening, and the ability to navigate multiple systems.

This full-time position follows Pacific Time hours, with weekend work and a training period. A P&C license in your state is required or licensing support provided; remote-friendly with opportunities to hybrid in Seattle.