Customer Retention Specialist (Pacific Time Hours)

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America.

Our mission is to help loving, responsible pet owners budget and care for their pets.

At Trupanion, we offer a collaborative pet‑friendly environment where everyone is encouraged to be themselves.

Job Description

As a Customer Retention Specialist, you will deepen relationships by engaging with customers during the moments that matter most.

You’ll approach each interaction with empathy and care, listen actively, investigate concerns thoroughly, and take thoughtful, timely actions to provide meaningful support.

Through phone conversations and personalized email follow‑ups, you’ll reeducate pet parents on the long‑term value of coverage, helping them fully understand the benefits of protecting their pets with Trupanion.

You’ll navigate objections and sensitive situations, work with customers to overcome barriers, identify solutions, and ensure they feel seen, heard, and valued.

Schedule (Pacific Time Hours)

This position requires a full‑time schedule (8‑hour shifts, 5 days a week) including full weekends without rotation.

The first seven weeks of training require Monday – Friday from 8:00 AM Pacific Time – 5:00 PM Pacific Time.

Attendance and active participation, including being on camera, are mandatory during this period and will continue to be a priority throughout the role in a remote environment.

Please note: We are unable to consider applications submitted without weekend availability.

What you will do

• Educate and support Trupanion customers who are requesting to cancel their policy by delivering exceptional service through inbound calls and email.
• Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines.
• Provide outstanding customer support by active listening, investigating concerns, and taking solution‑oriented action to support retention.
• De‑escalate challenging situations with empathy and professionalism, using strong communication skills while embodying Trupanion’s core values.
• Educate pet parents on the lifetime value of coverage to empower informed decision‑making.
• Build authentic connections by tailoring your communication style to meet individual customer needs.
• Thrive in a fast‑paced environment by adapting quickly to evolving responsibilities, processes, and workflows.
• Navigate multiple systems and tools to deliver seamless and efficient member experience.
• Prioritize and manage time effectively to provide exceptional customer service in a fast‑paced contact center.
• Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system.
• Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates.
• Take a pro‑active, solution‑oriented approach when facing technical challenges, such as identifying alternate ways to continue work while awaiting IT support.
• Consistently meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts.
• Engage in on‑camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture.

Experience you have

• 3 years of experience in a customer retention, account management, or similar role in a fast‑paced call center environment is essential.
• 1+ years of experience in a customer service role is essential.
• Proven track record of success in retaining customers, handling cancellations and renewing services.
• Demonstrated ability to de‑escalate difficult situations, handling complaints and sensitive or emotional topics with empathy.
• Strong written and verbal communication skills.
• Experienced in navigating multiple digital platforms simultaneously, with a strong aptitude for diagnosing and resolving technical issues in real time while maintaining a great customer experience.
• Proficient in 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 a reliable hard‑wired internet connection and a distraction‑free home‑office setup.
• Property and Casualty (P&C) licensing is a plus.

Requirements

• Must be able to obtain and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions (e. g. assigned Canadian provinces).

Compensation

• The pay for this position is $23/hour on a full‑time schedule.

Along with hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance.

• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. New hire grants vest over 4 years.
• Those who are currently P&C licensed receive a $1,500 sign‑on bonus.

If you are not licensed, Trupanion provides coursework and paid study time during the first three weeks of P&C training for qualifying states in the US.

Benefits and Perks

• Full medical, dental, and vision benefits at no cost to the employee.
• Four weeks of paid time off and nine paid float holidays.
• Five‑week sabbatical after five years of employment.
• Open, casual, pet‑friendly, and fun office environment.
• Free medical health insurance for your pet (1 dog or cat).
• Paid time off to volunteer at nonprofit organizations.
• Seattle Office Amenities: Free on‑site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.
• Legal Information & Equal Opportunity

All your information will be kept confidential according to EEO guidelines.

Trupanion is an equal‑opportunity employer and embraces diversity.

We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

Please contact us to request accommodations.

Applicants must be authorized to work for any employer in the U. S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

For more information about Trupanion, visit

Learn more about how Trupanion has revolutionized our industry and the reimbursement model:

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