[Remote] Spanish Bilingual Customer Retention Specialist - (Pacific Time Hours)

Note: The job is a remote job and is open to candidates in USA. Trupanion is a leading provider of medical insurance for pets in North America, seeking a Spanish Bilingual Customer Retention Specialist to join their Contact Center team. This role involves engaging with customers to provide exceptional service, educate them on the value of coverage, and support retention efforts through empathetic communication and problem-solving.

Responsibilities

• 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

Skills

• Bilingual fluency in Spanish and English is required
• 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
• 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
• Property and Casualty (P&C) licensing is a plus

Benefits

• 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.

Company Overview

• Trupanion is an insurance company which provides pet care insurance. It was founded in 1999, and is headquartered in Seattle, Washington, USA, with a workforce of 1001-5000 employees. Its website is http://trupanion.com.

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