Responsibilities
- 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
Requirements
- 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.
Work Arrangement
Hybrid — Seattle, remote within the US (excluding Alabama, California, Florida, Georgia, Illinois, Nevada, New York)
Additional Information
- This role is scheduled based on our coverage needs, with schedules published two weeks in advance.
- Team members work 40 hours per week across five scheduled days and receive two days off each week.
- Days off and shift times may rotate based on business needs, including shifts scheduled as late as 8:00 PM Pacific Time.
- Candidates should be comfortable with a dynamic schedule and flexibility to work evenings and weekends.
- We are unable to consider applications submitted without weekend availability.
- This is a remote position open to candidates anywhere in the US aside from Alabama, California, Florida, Georgia, Illinois, Nevada & New York.
- 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.
