Job Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:

Do you love cats and dogs? Are you looking for a career in a high-growth industry that helps pets? Trupanion is seeking a highly motivated and dedicated Customer Retention Specialist to join the team! In this position, you will work with current members requesting to cancel their policy - investigating and problem-solving for solutions to retain them as members.

We're looking for those that thrive in engaging with customers, are comfortable navigating complex situations, investigating, problem-solving, and taking action in the moment. In this role, you will build real-life connections, and help educate members on the unparalleled lifetime value and importance of having a pet protected by us.

Key Responsibilities Include:

• Provide an exceptional experience for current Trupanion members requesting to cancel their policy through inbound phone calls in a remote or hybrid call center environment
• Genuinely listen, investigate, and find the path to retaining members that request to cancel their policy.
• Handle sensitive, emotionally charged situations with empathy and care, exemplifying Trupanion values
• Utilize multiple systems simultaneously
• Quickly adapt to changes in procedure in a high-growth environment

Experience:

• Bilingual fluency in Spanish and English is required
• 1+ years of successful Customer Retention experience in a fast-paced call center
• 2+ years of customer service experience
• Property and Casualty licensing: There is a $1500 sign-on bonus for currently licensed candidates. If you are not licensed, Trupanion provides coursework and paid study time during the first three weeks of P&C training for certain states in the US.
• Proven ability to implement retention strategies that retain customers
• Experience using and learning complex computer systems

Work Environment

Our Contact Center Retention team can hire in all states except Georgia and Florida unless you already hold an active Property & Casualty license in that state. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office. You must be able to connect to the internet through hard-wire Ethernet.

Schedule

This is a full-time position with 8-hour shifts, 5 days a week. While schedules are set without rotation, this position requires working both weekend days with shifts between the hours of 11:00 AM PST - 7:00 PM PST.

During four weeks of training, employees work Monday- Friday between 8:00 AM - 5:00 PM PST.

Compensation

• The pay range for this position is $24.00 an hour, on a full-time schedule. Along with the hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance.
• Trupanion may also provide Restricted Stock Units, which vest over 4 years
• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

Benefits and Perks:

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• 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.

For more information about Trupanion, visit https://trupanion.com/about 

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ 

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.

Additional Information

Benefits and Perks:

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• 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.

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

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.