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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer retention skills through effective communication and empathy, while proficiently managing multiple digital platforms and CRM systems. Capable of troubleshooting technical issues independently in a fast-paced, remote work environment.
Highest-signal resume keywords
Customer RetentionTechnical TroubleshootingCRM ProficiencyEmpathy in CommunicationFast-Paced Call Center Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer RetentionTechnical TroubleshootingCRM ProficiencyAccount ManagementHandling CancellationsRenewing ServicesDocumenting Customer InteractionsNavigating Digital PlatformsDiagnosing Technical IssuesManaging Time Effectively
Soft Skills
EmpathyProfessionalismCommunication SkillsAdaptabilityProblem-Solving
Tools & Technologies
CRM SystemsDigital PlatformsVideo Call SoftwareRemote Work Tools
Certifications & Qualifications
Property and Casualty (P&C) Licensing
Industry Keywords
Customer ServiceCall CenterRetention StrategiesFast-Paced EnvironmentRemote Work
About the role
Key responsibilities & impact- Educate and support customers requesting to cancel their policy through inbound calls and email
- Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines
- Investigate customer concerns and take solution-oriented action to support retention
- De-escalate challenging situations with empathy and professionalism
- Educate pet parents on the lifetime value of coverage to support informed decisions
- Build authentic connections by tailoring communication to individual customer needs
- Adapt quickly to evolving responsibilities, processes, and workflows
- Navigate multiple systems and tools to deliver a seamless member experience
- Prioritize and manage time effectively in a fast-paced contact center
- Accurately document customer interactions in the CRM system
- Independently troubleshoot common technical issues and adapt to new tools or system updates
- Find alternate ways to continue working while awaiting IT support
- Meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts
- Participate in on-camera video calls to collaborate and connect with the team
Requirements
What you’ll need- 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 retaining customers, handling cancellations, and renewing services
- Ability to de-escalate difficult situations and handle complaints and sensitive or emotional topics with empathy
- Strong written and verbal communication skills
- Experience navigating multiple digital platforms simultaneously
- Ability to diagnose and resolve technical issues in real time
- Proficiency using CRM systems to document and manage customer interactions
- Strong technical troubleshooting skills and comfort using technology independently in a remote environment
- Experience working remotely in a private setting with reliable hard-wired internet connection and a distraction-free home-office setup
- Must be able to obtain and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions, including assigned Canadian provinces
- Must have reliable and stable internet through a hard-wired Ethernet connection; wireless, satellite, and mobile hotspots are not permitted
- Must be available to work full weekends without rotation
- Must be authorized to work for any employer in the U.S.; visa sponsorship is unavailable
Benefits
Comp & perks- Uncapped monthly bonuses based on individual performance
- Restricted Stock Units granted to all new team members, vesting over 4 years
- $1500 sign-on bonus for currently licensed candidates
- Full medical, dental, and vision benefits at no cost to the employee
- Four weeks of paid time off
- 9 paid float holidays
- Five-week sabbatical after five years of employment
- Free medical health insurance for one dog or cat
- Paid time off to volunteer at nonprofit organizations
- Free on-site gym
- Free dog walking services for office pets during business hours
- Free parking
- Paid ORCA cards