Customer Retention Specialist

Trupanion

. Educate and support customers requesting to cancel their policy through inbound calls and email .

Posted 10/30/2026full-timeRemote • Washington • United StatesMid-LevelSenior💰 $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer retention skills through effective communication and empathy while managing high call volumes in a fast-paced environment. Proficient in using CRM systems and troubleshooting technical issues to enhance customer experience.

Highest-signal resume keywords

Customer RetentionTechnical TroubleshootingCRM ProficiencyEmpathy in CommunicationCall Center Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionTechnical TroubleshootingCRM ProficiencyAccount ManagementPolicy Cancellation Handling

Soft Skills

EmpathyActive ListeningTime ManagementAdaptabilityProfessionalism

Tools & Technologies

Digital PlatformsCRM SystemsVideo Conferencing Tools

Certifications & Qualifications

Property and Casualty License

Industry Keywords

Call Center EnvironmentCustomer ServiceRetention StrategiesRemote WorkFast-Paced Work Environment

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
Actively listen, investigate 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 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
Troubleshoot common technical issues independently 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 maintaining at least 90% schedule adherence
Participate in on-camera video calls to collaborate with the team and contribute to an inclusive remote culture

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
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
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 and a distraction-free home-office setup
Must hold or be able to obtain and maintain an active Property and Casualty (P&C) license in the state of residence
Must be willing and able to obtain and maintain additional licenses in other U.S. states and applicable Canadian provinces as required
Alabama, Florida, Georgia, Illinois, Nevada, and New York residents must already hold an active P&C license
Applications from residents of California, New Jersey, Oregon, Texas, and Massachusetts are not currently considered
Reliable and stable hard-wired Ethernet internet connection required; Wi-Fi, satellite, and mobile hotspots are not permitted
Availability for five 8-hour shifts per week, including Saturdays and Sundays
Ability to work within 5:00 AM–7:00 PM Pacific Time operating hours
Attendance and active participation, including being on camera, mandatory during training
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
$1,500 sign-on bonus for applicants who currently hold an active P&C license
P&C licensing coursework and paid study time during the first three weeks of P&C training for applicants who are not currently licensed
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 pet (dog or cat)
Paid time off to volunteer at nonprofit organizations
Flexible workplace and remote work option
Hybrid schedule option in the Seattle office
Free on-site gym
Free dog walking services for office pets during business hours
Free parking
Paid ORCA cards