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# Customer Retention Specialist (Pacific Time Hours)

Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.

[Apply for this job](#job-application)[View company](https://jobicy.com/company/trupanion.md)Share14 Aug 2026Published34Listing views3Application actions14 Sep 2026Apply before  Opportunity details

## About this role.

AI SummaryTrupanion is seeking a Customer Retention Specialist to join their remote Contact Center team, focusing on engaging with pet owners who are considering canceling their pet insurance policies. The role involves handling inbound calls and emails, educating customers on the long-term value of coverage, and de-escalating sensitive situations with empathy. The position requires a full-time schedule including weekends, with mandatory training on Pacific Time hours. Ideal candidates thrive in a fast-paced environment and are passionate about supporting pet owners. This remote role offers a collaborative, pet-friendly work culture and is open to candidates across most US states.

## Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

### Job Complexity

3/5EasyHard

### Pace & Pressure

4/5RelaxedFast-paced

### Autonomy Level

3/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThis role requires managing high call volumes and handling emotional, de-escalation-heavy conversations, which adds complexity. However, it relies on established processes and clear training, so it is not as challenging as roles requiring specialized technical expertise.

## Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job medianHighly competitive$48,000US market range$38k–$58k0$64k

AI insightThe posted minimum salary of $46,000 is competitive and slightly above the national median for similar customer retention roles. Since no maximum was provided, we estimate the median at $48,000 based on market data. This compensation is attractive for a remote position and reflects the value placed on customer-facing skills.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Customer Service](https://jobicy.com/jobs?search_keywords=Customer%20Service.md)[De-escalation](https://jobicy.com/jobs?search_keywords=De-escalation.md)[Active Listening](https://jobicy.com/jobs?search_keywords=Active%20Listening.md)[Problem Solving](https://jobicy.com/jobs?search_keywords=Problem%20Solving.md)[Communication](https://jobicy.com/jobs?search_keywords=Communication.md)[Pet Insurance](https://jobicy.com/jobs?search_keywords=Pet%20Insurance.md)[Call Center](https://jobicy.com/jobs?search_keywords=Call%20Center.md)[CRM](https://jobicy.com/jobs?search_keywords=CRM.md)[Empathy](https://jobicy.com/jobs?search_keywords=Empathy.md)

Cover letter sampleDear 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 pet wellness, I am skilled at building trust and resolving concerns with empathy.

My experience includes managing high call volumes, de-escalating challenging situations, and effectively communicating the value of products to retain customers.

I am particularly drawn to Trupanion's mission to help pet owners care for their pets, and I am confident my active listening and problem-solving skills would make me a valuable addition to your team.

Thank you for considering my application.

Sincerely, [Your Name]

Copy   Sample interview questionsHow do you handle a customer who is upset and wants to cancel their policy?I would listen actively, acknowledge their feelings, ask open-ended questions to understand the root cause, and then provide tailored solutions that demonstrate the value of the coverage, while ensuring the customer feels heard.

Describe a time you turned a negative customer experience into a positive one.

I once had a customer frustrated about a claim denial. I empathized, reviewed their policy thoroughly, found a misunderstanding, and explained the coverage clearly. I also offered a payment plan, which led the customer to stay and even recommend us to friends.

How do you manage high call volumes while maintaining quality?

I prioritize time management and active listening. I take brief notes to stay focused, avoid rushing conversations, and use my resources efficiently. I also remain calm and organized to ensure each customer receives consistent service.

Why do you want to work specifically at Trupanion?

I am passionate about pet care and believe in Trupanion's mission. The collaborative and pet-friendly environment resonates with me, and I value the opportunity to make a meaningful impact on pets' lives while growing my career in retention.

What does excellent customer service mean to you?

Excellent customer service means treating every customer with respect and understanding, providing clear and accurate information, and going above and beyond to meet their needs. It's about creating a positive experience that builds long-term loyalty.

## 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, Massachusetts, 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.
* 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 all states in the US aside from Alabama, California, Florida, Georgia, Illinois, Massachusetts, Nevada & New York.

## 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.

Show more

[Apply now >](https://jobicy.com/jobs/150648-customer-retention-specialist-pacific-time-hours-2.md)

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