Inbound Sales Specialist - (Pacific Time Hours)

Trupanion•Seattle, WA

17h•Remote

About The Position

Trupanion is seeking an Inbound Sales Specialist to educate prospective customers about pet insurance and guide them through enrollment. The role handles warm inbound leads and customer interactions by phone and email, using empathetic, consultative conversations to understand pet parents’ needs, explain coverage, answer questions, address concerns, and recommend appropriate solutions. The specialist is responsible for building trust, delivering a positive customer experience, and meeting individual sales and productivity goals in a fast-paced, metrics-driven contact center. This is a remote position open across the United States, subject to state-specific licensing and hiring restrictions. A hybrid schedule is also available for employees who choose to work from the Seattle office. The role requires a reliable hard-wired Ethernet connection and a private, distraction-free home-office setting. The contact center operates 24/7, 365 days a year, and team members should be prepared to support customers during nights, weekends, and federal holidays. The full-time schedule is five eight-hour shifts per week, 11:30 AM to 8:00 PM Pacific Time, with a 30-minute unpaid meal break. The permanent schedule is Friday through Tuesday, with Wednesday and Thursday off, and does not rotate. Training is Monday through Friday, 8:00 AM to 5:00 PM Pacific Time; its duration depends on P&C licensing status and will be confirmed during recruitment. Attendance and active participation, including being on camera, are mandatory during training. Pay is $20 per hour on a full-time schedule, adjusted where local minimum wage requirements are higher. Employees are eligible for uncapped monthly performance-based bonuses and Restricted Stock Units, which vest over four years. Employees who already hold an active P&C license are eligible for a $1,500 sign-on bonus. Trupanion provides licensing coursework and paid study time during the first three weeks of P&C training for employees who are not currently licensed.

Requirements

At least 2 years of successful sales experience in a high-volume B2C sales or inbound call center environment.
Proven record of meeting or exceeding individual sales goals, productivity expectations, and performance metrics.
Ability to build rapport quickly, overcome objections, and guide customers through a consultative, solution-oriented sales process.
Strong written and verbal communication skills and ability to explain coverage options and benefits clearly.
Experience handling high-volume inbound interactions while balancing empathy, professionalism, efficiency, productivity, and call control.
Ownership, adaptability, and resilience in a metrics-driven, fast-paced environment.
Experience using multiple digital platforms simultaneously and accurately documenting customer interactions and policy information in CRM systems.
Ability to identify customer needs, recommend tailored solutions, and build trust through empathetic, customer-focused communication.
Self-motivation, strong time management, and ability to maintain productivity and focus while working remotely.
Strong technical troubleshooting skills and comfort using technology independently in a remote environment.
Experience working remotely in a private setting with reliable hard-wired internet and a distraction-free home-office setup.
Must hold or be able to obtain and maintain an active P&C license in the 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.
Applicants must be authorized to work for any employer in the U.S.; visa sponsorship is not available.
For Alabama, Florida, Georgia, Illinois, Nevada, and New York residents, an active P&C license is required at the time of application.
Applications are not currently being considered from residents of California, New Jersey, Oregon, Texas, or Massachusetts.
Must have a reliable hard-wired Ethernet connection through cable or fiber; Wi-Fi, satellite, and mobile hotspots are not permitted.

Responsibilities

Educate and support prospective customers through inbound warm leads, phone calls, and email interactions.
Build trust and rapport with pet parents using a consultative approach to understand their needs and recommend appropriate coverage.
Explain the value and benefits of Trupanion coverage to support informed customer decisions.
Use call control, active listening, and objection-handling techniques to guide sales conversations.
Address customer concerns and sensitive conversations with empathy, authenticity, professionalism, and solution-oriented communication.
Guide customers through enrollment and provide a seamless, positive customer experience.
Manage high inbound call volumes while balancing customer experience, efficiency, productivity, and individual sales goals.
Adapt to changing responsibilities, processes, and workflows with ownership and accountability.
Navigate multiple systems and tools to provide an efficient customer experience.
Prioritize time and maintain attention to detail and productivity in a high-volume contact center.
Accurately document customer interactions and maintain records in the CRM system.
Troubleshoot common technical issues independently and adapt to new tools and system updates.

Benefits

Uncapped monthly bonuses based on individual performance.
Restricted Stock Units for new team members, with new-hire grants vesting over four years.
Four weeks of paid time off.
Nine paid float holidays.
Five-week sabbatical after five years of employment.
Free medical health insurance for one pet (dog or cat).
Paid time off to volunteer at nonprofit organizations.
Seattle office amenities include a free on-site gym, dog walking services for office pets during business hours, free parking, and paid ORCA cards.
A $1,500 sign-on bonus for employees who already hold an active P&C license.
Licensing coursework and paid study time during the first three weeks of P&C training for employees who are not currently licensed.