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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 managing high call volumes in a fast-paced environment. Proficient in technical troubleshooting and CRM systems to enhance customer experience and maintain detailed records.
Highest-signal resume keywords
Customer RetentionTechnical TroubleshootingCRM ProficiencyEmpathy in CommunicationCall 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 ProficiencyDocumenting Customer InteractionsManaging High Call VolumesInvestigating Customer ConcernsDe-escalating SituationsNavigating Digital PlatformsTime ManagementWorking Remotely
Soft Skills
EmpathyCommunication SkillsProblem-SolvingAdaptabilityCollaboration
Tools & Technologies
CRM SystemsDigital PlatformsVideo Call Software
Certifications & Qualifications
Property and Casualty (P&C) Licensing
Industry Keywords
Call Center EnvironmentCustomer ServicePolicy CancellationRetention StrategiesRemote Work
About the role
Key responsibilities & impact- Educate and support customers requesting policy cancellation through inbound calls and email
- Manage high call volumes while balancing empathy, efficiency, and productivity
- 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 Trupanion coverage
- Build authentic connections by tailoring communication to individual customer needs
- Adapt to evolving responsibilities, processes, and workflows
- Navigate multiple systems and tools to deliver an efficient member experience
- Prioritize and manage time effectively in a fast-paced contact center
- Document customer interactions and maintain detailed CRM records
- Independently troubleshoot common technical issues and adapt to new tools or system updates
- Identify 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 with the team and support an inclusive remote culture
- Complete seven weeks of training, Monday through Friday, 8:00 AM–5:00 PM Pacific Time
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
- Demonstrated 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
- Aptitude for diagnosing and resolving 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
- Reliable and stable hard-wired Ethernet internet connection; wireless, satellite, and mobile hotspots are not permitted
- Weekend availability, including full weekends without rotation
- Ability to work 8-hour shifts, 5 days per week
- Applicants must be authorized to work for any employer in the U.S.; visa sponsorship is unavailable
- Must attend and actively participate in the first seven weeks of training, including being on camera
- P&C licensing is a plus
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
- Coursework and paid study time during the first three weeks of P&C training for unlicensed 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