# Customer Retention Specialist (Pacific Time Hours) Remote from[USA](https://jobicy.com/job-region/usa.md)Salary, yearly, USD 46,000 - 46,000Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted24 Jun 2026Apply before24 Jul 2026Experience level Midweight Views / Applies 1755 / 108 [About company](https://jobicy.com/company/trupanion.md) * Share About [Trupanion](https://jobicy.com/company/trupanion.md) Founded on the belief that all pets deserve the best care, Trupanion offers insurance that helps provide the best possible medical care for pets. [Insurance](https://jobicy.com/company-category/insurance.md) * What we found is that Trupanion was founded in 2000, Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary Trupanion is hiring a Customer Retention Specialist to work remotely (Pacific Time hours) in a fast-paced contact center environment. The role involves handling inbound calls and emails from pet owners considering canceling their insurance policies, requiring empathy, active listening, and de-escalation skills. Specialists will educate customers on the long-term value of coverage and work to retain them. The position requires full-time availability including weekends, and a hard-wired internet connection. This is an opportunity to make a meaningful impact on pets' lives while developing strong communication and problem-solving skills. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role requires handling emotional customers and de-escalating situations, which is moderately challenging, but the structured call flow and training reduce overall difficulty to a 3. ### Salary Analysis Median Highly Competitive USD46,000US Market USD35k – 55k 0 USD61k AI Insight The offered salary of $46,000 is at the median for customer retention specialists nationally, which typically ranges from $35,000 to $55,000. This is a competitive starting point for a fully remote role with benefits and growth potential. ### Core Skills Required [Customer Retention](https://jobicy.com/jobs?search_keywords=Customer+Retention.md) [Empathy](https://jobicy.com/jobs?search_keywords=Empathy.md) [De-escalation](https://jobicy.com/jobs?search_keywords=Deescalation.md) [Active Listening](https://jobicy.com/jobs?search_keywords=Active+Listening.md) [Call Center](https://jobicy.com/jobs?search_keywords=Call+Center.md) [Conflict Resolution](https://jobicy.com/jobs?search_keywords=Conflict+Resolution.md) [Pet Insurance](https://jobicy.com/jobs?search_keywords=Pet+Insurance.md) [Objection Handling](https://jobicy.com/jobs?search_keywords=Objection+Handling.md) [Remote Work](https://jobicy.com/jobs?search_keywords=Remote+Work.md) [Time Management](https://jobicy.com/jobs?search_keywords=Time+Management.md) ### Cover Letter Sample Dear Hiring Team, I am excited to apply for the Customer Retention Specialist position at Trupanion. With a strong background in customer service and a passion for helping pet owners, I am confident in my ability to retain customers through empathetic communication and problem-solving. My experience managing high call volumes and de-escalating tense situations aligns perfectly with the demands of this role. I am particularly drawn to Trupanion's mission of protecting pets and supporting responsible owners. I thrive in fast-paced environments and am comfortable working weekends to meet customer needs. I possess excellent active listening skills and can effectively articulate the value of coverage to ensure customers feel informed and valued. Thank you for considering my application. I look forward to contributing to your team and making a positive impact on pet owners' lives. Sincerely, [Your Name] Copy ### Sample Interview Questions Can you describe a time when you successfully retained a customer who was about to cancel? What strategies did you use?I once had a customer who was frustrated with a price increase. I listened actively to their concerns, empathized with their situation, and then reframed the value of the service by highlighting the long-term benefits and cost savings over time. I also offered a customized solution that addressed their specific needs, which resulted in them staying with us.How do you handle high call volumes while maintaining quality and empathy?I prioritize time management and stay organized by taking brief notes during calls to keep track of each customer's unique situation. I also practice active listening to quickly identify core issues, which helps me resolve calls efficiently without rushing the customer. I remain calm and focused, ensuring each customer feels heard despite the fast pace.Tell me about a time you had to de-escalate a difficult conversation. What steps did you take?A customer was very upset due to a claim denial. I started by apologizing for their frustration and letting them vent without interruption. Then, I calmly explained the policy terms and why the claim was denied, while offering alternative options. I maintained a respectful tone and validated their feelings, which gradually diffused the tension. The customer ended the call thanking me for my patience.Why do you want to work in customer retention specifically, rather than other customer service roles?I enjoy the challenge of turning around a potentially negative experience into a positive one. Retention allows me to build deeper relationships with customers by addressing their underlying concerns and showing them the true value of a product. It's rewarding to know that my efforts directly contribute to customer loyalty and company growth.This role requires working weekends. How do you ensure you remain motivated and productive during those shifts?I understand that weekends are important for customers, and I treat them like any other workday. I maintain a consistent routine, take regular breaks to recharge, and focus on the impact I'm making. I also remind myself that many customers appreciate being able to reach us when it's convenient for them, which keeps me motivated. ## 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. Join Our Customer Retention Team: Meaningful work impacting pets’ lives! ## Job Description 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 Hours): This position requires you to work a full-time schedule (8-hour shifts, 5 days a week) including full weekends without rotation. The first seven weeks of training require you to work 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 your time in the role of supporting engagement, connection, and collaboration in a remote environment. Please Note: We are unable to consider applications submitted without weekend availability. At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open to candidates anywhere in the US aside from Alabama, California, Florida, Georgia, Illinois, Nevada & New York. 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 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 private setting with 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 the 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. Our new hire grants vest over 4 years. * Those who are currently P&C licensed receive a $1500 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. ## Additional Information All your information will be kept confidential according to EEO guidelines. 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](http://trupanion.com/about) Learn more about how Trupanion has revolutionized our industry and the reimbursement model: [https://www.youtube.com/watch?v=vdWZ4KHiPTQ](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. 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. 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. 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