Trupanion · 14 hours ago
Spanish Bilingual Customer Retention Specialist - (Pacific Time Hours)
United States
Full-time
Remote
Mid Level
$24/hr - $24/hr
3+ years expTrupanion is a leading provider of medical insurance for cats and dogs in North America, dedicated to helping pet owners budget and care for their pets. They are seeking a Spanish Bilingual Customer Retention Specialist to engage with customers, educate them about the value of their pet insurance, and provide exceptional service through inbound calls and emails, particularly focusing on retention efforts.
Health CareHealth InsuranceInsurancePet
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
Qualification
Required
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
Preferred
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
Trupanion
Trupanion is an insurance company which provides pet care insurance.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$258MKey Investors
PNC Bank
2025-11-04Post Ipo Debt· $120M
2020-11-02Post Ipo Equity· $60M
2018-06-21Post Ipo Equity· $69M
Leadership Team
Margi Tooth
CEO and President
Fawwad Qureshi
EVP & Chief Financial Officer
Recent News
GlobeNewswire
2026-01-23
2026-01-09
2025-12-02
Company data provided by crunchbase