Remote Pet Insurance Retention Specialist

Trupanion; Oregon; Hybrid; USD 26,000 - 37,000; Full time

Benefits offered by this job

Full medical, dental, vision benefits

Paid time off

Sabbatical after five years

Pet health insurance for pets

Office perks in Seattle

Job summary

Trupanion is seeking a Customer Retention Specialist to educate pet owners, handle cancellations, and drive ongoing coverage value. This remote-friendly role requires empathy, strong communication, and the ability to navigate multiple systems.

The position offers full-time hours, 23 USD per hour, bonuses, and RSU vesting to align with company success. Licensing and weekly schedule adherence are emphasized.

Qualifications

• 3 years of experience in a customer retention, account management, or similar role in a fast-paced call center
• Proven ability to de-escalate difficult situations with empathy
• Strong written and verbal communication skills

Responsibilities

• Educate and support customers who are canceling their policy via inbound calls and email
• Manage high call volumes with empathy, efficiency, and productivity
• Investigate concerns and take solution-oriented action to support retention
• De-escalate challenging conversations with professionalism and empathy
• Educate customers on the lifetime value of coverage to aid informed decisions
• Build authentic connections by adapting communication to customer needs
• Meet or exceed productivity and quality targets with 90% schedule adherence

Skills

Customer retention

Account management

Communication skills

CRM software

Technical troubleshooting

Remote work setup

Tools

CRM software

Digital platforms

Job description

Trupanion is seeking a Customer Retention Specialist to educate pet owners, handle cancellations, and drive ongoing coverage value. This remote-friendly role requires empathy, strong communication, and the ability to navigate multiple systems.

The position offers full-time hours, 23 USD per hour, bonuses, and RSU vesting to align with company success. Licensing and weekly schedule adherence are emphasized.