Customer Retention Specialist

• 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