Trupanion
Spanish Bilingual Customer Retention Specialist - (Pacific Time Hours)
Trupanion, Seattle, Washington, us, 98127
Overview
Spanish Bilingual Customer Retention Specialist - Pacific Time Hours at Trupanion. The role focuses on educating pet owners about the value of Trupanion coverage, maintaining strong customer relationships, and supporting retention through empathetic, solution-oriented interactions. The position is remote in the US (excluding specified states) with Pacific Time schedule requirements and weekend availability. What You Will Do
Educate and support customers requesting to cancel their policy via inbound calls and email, delivering exceptional service Manage high call volumes with empathy, efficiency, and productivity under deadlines Investigate concerns, document outcomes, and take solution-oriented action to support retention De-escalate challenging situations with professionalism and strong communication aligned with Trupanion values Educate pet parents on the lifetime value of coverage to empower informed decisions Tailor communication to meet individual customer needs and build authentic connections Adapt to a fast-paced environment with evolving responsibilities, processes, and workflows Navigate multiple systems and tools to deliver a seamless member experience Document customer interactions accurately in the CRM and maintain detailed records Demonstrate remote-friendly technical acumen, troubleshoot common issues, and adapt to tool updates Proactively identify alternative ways to work when IT support is needed Meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts Engage in on-camera video calls to collaborate and contribute to a connected remote culture Experience You Have
Bilingual fluency in Spanish and English required 3 years of experience in customer retention, account management, or similar in a fast-paced call center 1+ years of experience in a customer service role Proven track record of retaining customers, handling cancellations, and renewing services Ability to de-escalate difficult situations with empathy Strong written and verbal communication skills Experience navigating multiple digital platforms and diagnosing technical issues in real time Proficient in using CRM systems to document and manage interactions Strong technical troubleshooting skills and ability to work remotely with a stable internet connection Private home-office setup with reliable hard-wired internet Property & Casualty (P&C) licensing is a plus Compensation
Pay is $24/hour on a full-time schedule, with potential uncapped monthly bonuses based on performance Restricted Stock Units granted to new hires, vesting over 4 years P&C licensed individuals receive a $1,500 sign-on bonus; coursework and paid study time provided for qualifying states Additional Information & Benefits
Full medical, dental, and vision benefits at no cost to the employee Four weeks of paid time off plus 9 paid float holidays Five-week sabbatical after five years of employment Open, casual, pet-friendly work environment Free medical health insurance for your pet (one dog or cat) Paid time off to volunteer at nonprofit organizations Seattle office amenities: on-site gym, dog-walking service, parking, and 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 provide reasonable accommodations throughout the application and interview process. Please contact us to request accommodations. Seniority level
Associate Employment type
Full-time Job function
Other Industries
Manufacturing Referrals increase your chances of interviewing at Trupanion by 2x
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Spanish Bilingual Customer Retention Specialist - Pacific Time Hours at Trupanion. The role focuses on educating pet owners about the value of Trupanion coverage, maintaining strong customer relationships, and supporting retention through empathetic, solution-oriented interactions. The position is remote in the US (excluding specified states) with Pacific Time schedule requirements and weekend availability. What You Will Do
Educate and support customers requesting to cancel their policy via inbound calls and email, delivering exceptional service Manage high call volumes with empathy, efficiency, and productivity under deadlines Investigate concerns, document outcomes, and take solution-oriented action to support retention De-escalate challenging situations with professionalism and strong communication aligned with Trupanion values Educate pet parents on the lifetime value of coverage to empower informed decisions Tailor communication to meet individual customer needs and build authentic connections Adapt to a fast-paced environment with evolving responsibilities, processes, and workflows Navigate multiple systems and tools to deliver a seamless member experience Document customer interactions accurately in the CRM and maintain detailed records Demonstrate remote-friendly technical acumen, troubleshoot common issues, and adapt to tool updates Proactively identify alternative ways to work when IT support is needed Meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts Engage in on-camera video calls to collaborate and contribute to a connected remote culture Experience You Have
Bilingual fluency in Spanish and English required 3 years of experience in customer retention, account management, or similar in a fast-paced call center 1+ years of experience in a customer service role Proven track record of retaining customers, handling cancellations, and renewing services Ability to de-escalate difficult situations with empathy Strong written and verbal communication skills Experience navigating multiple digital platforms and diagnosing technical issues in real time Proficient in using CRM systems to document and manage interactions Strong technical troubleshooting skills and ability to work remotely with a stable internet connection Private home-office setup with reliable hard-wired internet Property & Casualty (P&C) licensing is a plus Compensation
Pay is $24/hour on a full-time schedule, with potential uncapped monthly bonuses based on performance Restricted Stock Units granted to new hires, vesting over 4 years P&C licensed individuals receive a $1,500 sign-on bonus; coursework and paid study time provided for qualifying states Additional Information & Benefits
Full medical, dental, and vision benefits at no cost to the employee Four weeks of paid time off plus 9 paid float holidays Five-week sabbatical after five years of employment Open, casual, pet-friendly work environment Free medical health insurance for your pet (one dog or cat) Paid time off to volunteer at nonprofit organizations Seattle office amenities: on-site gym, dog-walking service, parking, and 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 provide reasonable accommodations throughout the application and interview process. Please contact us to request accommodations. Seniority level
Associate Employment type
Full-time Job function
Other Industries
Manufacturing Referrals increase your chances of interviewing at Trupanion by 2x
#J-18808-Ljbffr