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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 contact center environment. Proficient in technical troubleshooting and CRM systems, with a commitment to meeting productivity and quality targets.
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 RetentionAccount ManagementTechnical TroubleshootingCRM SystemsDigital Platform NavigationComplaint HandlingPolicy Cancellation ManagementService RenewalTime ManagementProductivity Target Achievement
Soft Skills
EmpathyCommunication SkillsAdaptabilityProblem-SolvingProfessionalism
Tools & Technologies
CRM SystemsDigital PlatformsRemote Communication Tools
Certifications & Qualifications
Property and Casualty (P&C) Licensing
Industry Keywords
Contact CenterCustomer ServiceRetention StrategiesFast-Paced EnvironmentRemote 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 work 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 contribute to the remote culture
Requirements
What you’ll need- Full-time schedule of 8-hour shifts, 5 days a week, including full weekends without rotation
- Availability for nights, weekends, and federal holidays as required by a 24/7 contact center
- Availability to work Monday–Friday, 8:00 AM–5:00 PM Pacific Time during the first seven weeks of training
- Mandatory attendance and active participation, including being on camera, during training
- Weekend availability
- Reliable and stable internet connection through a hard-wired Ethernet connection; wireless, satellite, and mobile hotspots are not permitted
- 3 years of experience in customer retention, account management, or a similar role in a fast-paced call center environment
- 1+ years of experience in a customer service role
- Proven success 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
- Aptitude for diagnosing and resolving technical issues in real time
- Proficiency using CRM systems
- 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 and a distraction-free home-office setup
- Ability to obtain and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions, including assigned Canadian provinces
- Applicants 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
- 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
- Open, casual, pet-friendly, and fun office environment
- 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