Trupanion एक पालतू पशु बीमा कंपनी है, जिसका उद्देश्य कुत्तों और बिल्लियों को व्यापक पशु चिकित्सा देखभाल उपलब्ध कराने में सहायता करना है। 2000 में स्थापित यह कंपनी ऐसी कवरेज प्रदान करती है, जो पालतू पशुओं के पूरे जीवन में उनका सहयोग करने के लिए तैयार की गई है और इसमें वंशानुगत बीमारियों, एलर्जी तथा उन्नत दंत उपचार से सुरक्षा शामिल है। इसकी VetDirect Pay™ प्रणाली भाग लेने वाले पशु चिकित्सा प्रदाताओं को वास्तविक समय में भुगतान करने की सुविधा देती है, जबकि 24/7 ग्राहक सेवा बीमा अनुभव के दौरान पालतू पशु मालिकों की सहायता करती है।
Trupanion Customer Retention Specialist (Remote, United States)
Help Trupanion retain pet insurance customers who are considering cancellation. Provide empathetic phone support, explain coverage value, and follow up by email with personalized guidance.
विवरण
- Support policyholders who are considering cancellation through inbound calls and email, providing clear education and assistance
- Handle substantial call volumes while maintaining empathy, efficiency, and productivity under deadline pressure
- Investigate customer concerns and pursue practical solutions that encourage retention
- Resolve difficult interactions calmly, professionally, and empathetically
- Explain the long-term value of pet insurance so customers can make informed coverage decisions
- Tailor each interaction to the customer’s circumstances to build genuine rapport
- Adjust quickly to changing duties, procedures, and workflows
- Use multiple systems and tools to provide a smooth member experience
- Organize workload and manage time effectively in a fast-paced contact center
- Record customer interactions accurately in the CRM
- Resolve routine technical problems independently and learn new tools or system changes
- Use alternative workarounds to remain productive while waiting for IT assistance
- Achieve or surpass productivity and quality goals while working at least 90% of scheduled shifts
- Join on-camera video meetings to collaborate with colleagues and stay connected to the team
आवश्यकताएँ
- At least three years of experience in customer retention, account management, or a comparable fast-paced call center position
- At least one year of customer service experience
- Demonstrated success retaining customers, managing cancellations, and renewing services
- Ability to defuse challenging conversations and address complaints or sensitive subjects with empathy
- Strong verbal and written communication abilities
- Experience working across several digital platforms at the same time
- Ability to identify and resolve technical problems during live customer interactions
- Proficiency with CRM software for recording and managing customer interactions
- Strong technical troubleshooting ability and confidence using technology independently in a remote role
- Experience working remotely from a private, distraction-free workspace with dependable hard-wired internet
- Ability to obtain and maintain active Property and Casualty licensing in all 50 states and applicable jurisdictions, including assigned Canadian provinces
- Stable hard-wired Ethernet internet is required; wireless, satellite, and mobile hotspots are not accepted
- Availability to work complete weekends without rotation
- Authorization to work for any U.S. employer; visa sponsorship is not available
लाभ
- Monthly bonuses with no stated maximum, based on individual performance
- Restricted Stock Units for all new team members, vesting over four years
- A $1,500 sign-on bonus for candidates who already hold the required license
- Medical, dental, and vision coverage provided at no employee cost
- Four weeks of paid time off
- Nine paid floating holidays
- A five-week paid sabbatical after five years of employment
- Free medical insurance for one dog or cat
- Paid time off for volunteering with nonprofit organizations
- Free on-site fitness center
- Complimentary dog-walking services for office pets during business hours
- Free parking
- Paid ORCA transit cards