Inbound Sales Specialist - (Pacific Time Hours)

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, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Join Our Sales 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 an Inbound Sales Specialist, you’ll be on the front lines connecting with pet parents during important moments in their journey. You’ll engage with warm inbound leads through meaningful conversations, educating potential customers on Trupanion’s coverage and helping them make informed decisions about their pet’s care and protection. With empathy, authenticity, confidence, and strong active listening skills, you’ll uncover each customer’s unique needs, answer questions thoughtfully, and guide them through the enrollment process with care. Success in this role comes from building trust, delivering an exceptional customer experience, and consistently achieving individual sales and productivity goals in a fast-paced environment – all while helping cats and dogs live longer, healthier lives. 

Schedule (Pacific Time) 

This is a full-time position consisting of five 8-hour shifts per week, from 11:30 AM to 8:00 PM Pacific Time, including a 30-minute unpaid meal break.

The permanent schedule is Friday through Tuesday, with Wednesdays and Thursdays off. This is a set schedule and does not rotate.

Training Schedule: Training takes place Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time. The duration of training will vary based on Property and Casualty (P&C) licensing status. The specific training timeline will be confirmed during the recruitment process. 

Attendance and active participation, including being on camera, are mandatory during training. These expectations remain an important part of the role, supporting engagement, connection, and collaboration in a remote environment. 

At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open across the United States, subject to the following state-specific hiring requirements: 

• Alabama, Florida, Georgia, Illinois, Nevada & New York: You must already hold an active P&C license to be eligible for consideration.  
• California, New Jersey, Oregon, and Massachusetts: We are currently unable to consider applications from those residing in these states.

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 prospective Trupanion customers by delivering exceptional service through inbound warm leads, phone calls, and email interactions 
• Build genuine trust and rapport with pet parents by utilizing a consultative approach to understand their unique needs and recommend appropriate coverage solutions 
• Educate potential customers on the value and benefits of Trupanion coverage to empower informed decision-making 
• Effectively guide conversations by utilizing strong call control, active listening, and objection handling techniques throughout the sales process 
• Confidently navigate customer concerns and sensitive conversations with empathy, authenticity, professionalism, and solution-oriented communication 
• Guide customers through the enrollment process while ensuring a seamless, positive, and supportive customer experience 
• Manage high inbound call volumes while balancing customer experience, efficiency, productivity, and individual sales goals in a fast-paced environment 
• Demonstrate a strong sense of ownership, accountability, and adaptability while managing evolving responsibilities, processes, and workflows 
• Navigate multiple systems and tools to deliver a seamless and efficient customer experience 
• Prioritize and manage time effectively while maintaining strong attention to detail and productivity in a high-volume contact center environment 
• 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 

Experience you have: 

• 2+ years of successful sales experience in a high-volume business-to-consumer (B2C) sales or inbound call center environment is essential 
• Proven track record of meeting or exceeding individual sales goals, productivity expectations, and performance metrics in a fast-paced environment 
• Demonstrated ability to build genuine rapport quickly, overcome objections, and confidently guide customers through the sales process using a consultative and solution-oriented approach 
• Strong written and verbal communication skills with the ability to educate customers clearly, authentically, and effectively on coverage options and benefits 
• Experience handling high-volume inbound customer interactions while balancing empathy, professionalism, efficiency, productivity, and strong call control 
• Demonstrated sense of ownership, adaptability, and resilience while thriving in a metrics-driven and fast-paced environment 
• Experienced in navigating multiple digital platforms simultaneously while accurately documenting customer interactions and policy information in CRM systems 
• Strong aptitude for identifying customer needs, recommending tailored solutions, and building trust through empathetic and customer-focused communication 
• Self-motivated with strong time management skills and the ability to maintain productivity and focus in a remote work environment 
• Strong technical troubleshooting skills and comfort using technology independently in a remote environment 
• Experience working remotely in a private setting with a reliable hard-wired internet connection and a distraction-free home-office setup

Requirements: 

• Must hold or be able to obtain and maintain an active P&C license in your state of residence. 
• Must be willing and able to obtain and maintain additional licenses in other U.S. states and applicable Canadian provinces, as required for the role. Trupanion will facilitate the additional licensing process. 

Compensation:  

• The pay for this position is $20/hour on a full-time schedule. In locations where local minimum wage requirements exceed the posted rate, compensation will be adjusted accordingly. Along with the hourly pay, Trupanion employees are currently 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.  
• P&C Licensing: If you currently hold an active P&C license, you are eligible for a $1,500 sign-on bonus. If you are not currently licensed, Trupanion provides licensing coursework and paid study time during the first three weeks of P&C training. 

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

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 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.