Customer Retention Specialist (Pacific Time Hours)

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.

Join Our Customer Retention Team: Meaningful work impacting pets' lives!

At Trupanion, our Contact Center is powered by passionate Care, Sales, Retention, and Team Support Specialists who work together to deliver exceptional service. We’re looking for people who are excited to educate pet owners and champion the value of protecting their pets with Trupanion coverage. Our Contact Center is open 24/7, 365 days a year – including nights, weekends, and federal holidays – so team members should be prepared to support pet parents whenever they need us most.

As a Customer Retention Specialist, you’ll play a vital role in deepening relationships by engaging with customers during the moments that matter most. You’ll approach each interaction with empathy and care. Listening actively, thoroughly investigating concerns, and taking thoughtful, timely actions to provide meaningful support. Through impactful 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 skillfully navigate objections and sensitive situations, working with customers to overcome barriers, identify solutions, and ensure they feel seen, heard, and valued. Whether you’re de-escalating an emotional conversation or reinforcing the peace of mind our coverage provides, your goal is to ensure every customer feels informed, supported, and confident in their decision to continue protecting their pet with Trupanion.

Schedule (Pacific Time):

This is a full-time position consisting of five 8-hour shifts per week. Our Retention department operates seven days a week, from 5:00 AM to 7:00 PM Pacific Time. The permanent schedule will fall within these operating hours and will be confirmed during the recruitment process.

Weekend availability is required, including both Saturdays and Sundays, with two consecutive days off during the week. Schedules are set and do not rotate.

Training Schedule: Training takes place Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time. The duration of training will vary based on Property and Casualty (P&C) licensing status. The specific training timeline will be confirmed during the recruitment process.

Attendance and active participation, including being on camera, are mandatory during training. These expectations remain an important part of the role, supporting engagement, connection, and collaboration in a remote environment.

At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open across the United States, subject to the following state-specific hiring requirements:

• Alabama, Florida, Georgia, Illinois, Nevada & New York: You must already hold an active P&C license to be eligible for consideration.

• California, New Jersey, Oregon, Texas and Massachusetts: We are currently unable to consider applications from those residing in these states.

You must have a reliable and stable internet connection, delivered through a hard-wired Ethernet connection (cable or fiber). Wireless connections, including Wi-Fi, satellite, and mobile hotspots, are not permitted. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.

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 actively 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 a 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…