Customer Retention Specialist (Pacific Time Hours)
Core
Retain pet insurance policyholders by managing cancellations, de-escalating emotional situations, and educating customers on the long-term value of coverage via phone and email.
Role type
Senior IC Customer Retention Specialist
Builds
Customer retention and policy continuity for Trupanion pet insurance members
Domain
Insurance / Pet Health
Deliverable
client delivery
Required skills
De-escalation, active listening, objection handling, CRM management, technical troubleshooting, time management, solution-oriented communication
Preferred skills
Property and Casualty (P&C) licensing
Technologies
CRM systems, digital platforms
Responsibilities
Educate customers requesting cancellation on the value of coverage, de-escalate challenging and emotional conversations, manage high call volumes while balancing empathy and efficiency, document interactions in CRM, troubleshoot technical issues independently, meet productivity and quality targets
Seniority
Mid-level, hands-on IC