Agent, Inside Sales Support - Pet (Remote)

Nationwide; California; Remote; USD 45,000 - 70,000; Full time

Job summary

Nationwide is seeking a retention-focused inside sales professional to resolve payment issues, retain policyholders, and upsell products. The role supports renewal queues and collaborates across departments to optimize customer experiences.

Strong communication, problem-solving, and CRM skills are essential. A Property & Casualty license is required, with ongoing CE to maintain licensure.

Qualifications

• Bachelor's degree preferred or equivalent combination of education and experience.
• Property and Casualty license required in all 50 states.
• Continuing Education required to maintain licensure.

Responsibilities

• Make outbound phone calls to existing Pet members to resolve payment issues and retain business.
• Receives and makes calls from/to existing Pet members to share information and offer products to retain customer through renewal or prevent cancellation.
• Assists and encourages customer to enroll in new and/or upgrade their current insurance products.
• Supports inbound sales queue during peak periods of call volume and supports inbound renewal queue year-round.
• Works with various departments to contact existing Pet members to resolve policy related issues that require sales quoting, possible plan changes, and/or apply payment.
• Enters and maintains member information and quote details in customer relationship management/lead management system like Salesforce and Reinsurance.
• Handles member inquiries with highest level of professionalism and integrity; ensures every interaction with members is positive and memorable.
• Answers webchats and makes outbound telephone calls to follow up on customer questions and needs.

Job description

Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! At Nationwide®, "on your side" goes beyond just words. Our customers and partners are at the center of everything we do and we're looking for associates who are passionate about delivering extraordinary care.

This role is centered on client service excellence, with a strong emphasis on retention, empathy, and problem-solving. While sales experience is helpful, the most successful candidates will thrive by building trust, resolving issues, and delivering memorable customer experiences.

This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.

This role will be remote with a shift expectation being scheduled anytime during operation hours of 6am - 6pm PST (M-F) & Sat (7am -3:30 PT)

Key Skills for Success

• Problem Solving & Resolution
• Managing Workflows
• Skilled in navigating policy issues, payment challenges, and quoting plan changes with confidence and accuracy.
• Attention to Detail
• Adaptability & Multitasking
• Comfortable shifting between outbound retention calls, inbound sales queues, and webchat support during peak periods.
• Proficient in updating CRM systems (e.g., Salesforce, Reinsurance) with precision to ensure accurate member records and follow-ups.

Job Description Summary

Would you get a sense of satisfaction by providing exceptional service to resolve issues and uncover solutions that help protect our customers' pets when they most need us? Would you like to work on special projects to retain and grow Nationwide's dominant market share - number one in the United States - in the pet insurance industry? If this sounds like a great opportunity, we want to know more about you!

Job Description

Key Responsibilities

• Make outbound phone calls to existing members to resolve payment issues and retain business.
• Receives and makes calls from/to existing Pet members to share information and offer products to retain customer through renewal or prevent cancelation.
• Assists and encourages customer to enroll in new and/or upgrade their current insurance products.
• Supports inbound sales queue during peak periods of call volume and supports inbound renewal queue year-round.
• Works with various departments to contact existing Pet members to resolve policy related issues that require sales quoting, possible plan changes, and/or apply payment.
• Enters and maintains member information and quote details in customer relationship management/lead management system like Salesforce and Reinsurance.
• Handles member inquiries with highest level of professionalism and integrity; ensures every interaction with members is positive and memorable.
• Answers webchats and makes outbound telephone calls to follow up on customer questions and needs.
• May perform other responsibilities as assigned.

Reporting Relationships: Reports to Supervisor, Sales Service Retention.

Typical Skills and Experiences

Education: Bachelor's degree preferred or equivalent combination of education and experience.

License/Certification/Designation: Property and Casualty license required in all 50 states. Sales Agent will be required to maintain licensure through completion of required Continuing Education credit as a condition of employment.

Experience: Previous inside sales, help desk or customer service experience. Experience in the financial services or insurance industry preferred.

Knowledge, Abilities and Skills: Working knowledge of Microsoft Word, Microsoft Excel, Microsoft Access, PowerPoint a plus.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager's leader and Human Resources Business Partner.

Values

Regularly and consistently demonstrates the Nationwide Values.

Job Conditions

Overtime Eligibility: Non-Exempt (Eligible)

Working Conditions: Normal office environment. This position requires the ability to work non-standard hours.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

We currently anticipate accepting applications until 11/19/2026. However, we encourage early s