• 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.