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Trupanion
Trupanion
1,001 – 5,000 Employees
H1B Visa SponsorHealthcareInsuranceMarketing
Trupanion is a pet insurance company focused on helping dogs and cats access comprehensive veterinary care. Founded in 2000, it offers coverage designed to support pets throughout their lives, including protection for hereditary conditions, allergies, and advanced dental treatment. Its VetDirect Pay™ system enables real-time payment to participating veterinary providers, while 24/7 customer service supports pet owners throughout the insurance experience.
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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.

USUnited States
$23 / hour
RemoteFull-timeMiddleSeniorEnglish RequiredCustomer Retention SpecialistCustomer Success

Description

  • 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

Requirements

  • 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

Benefits

  • 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

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