Inside Sales Lead

First American•Usa, CA

2d•Remote

About The Position

Join a team that puts its People First! As a member of First American’s family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com. The Inside Sales (Inbound) Representatives primary function is to answer inbound calls from existing and potential First American customers. The representatives must clearly, accurately, professionally and consistently answer questions, take every opportunity to sell and up sell, enter renewal and new Direct to Consumer contracts into FALCON and document each call.

Requirements

Strong understanding and practical experience of all facets of the Home warranty sales functions.
Exceptional customer service skills.
Excellent oral, written communication and listening skills.
Ability to clearly and effectively communicate to both external and internal customers.
Excellent organizational skills (Multi-tasking, prioritizing and follow up).
Demonstration of teamwork skills and initiative required.
Ability to work under pressure and remain flexible to changing schedules and demands.
Ability to apply common sense, understanding and problem solving.
Type minimum of 45 words per minute.
Working knowledge of Windows and Microsoft Office.
Basic math skills required.
Knowledge of the real estate or mortgage industry helpful.
Minimum 6+ years inbound advanced call handling call center sales experience with a minimum of 1 year relevant experience in a lead or Sr. Functional role
Consistently exceeding department minimum expectations.

Responsibilities

Mentor and coach team members on sales pitches and processes
Support supervisor with managing and coaching staff
Participate in training and nesting in order to prepare staff for job duties
Act as a subject matter expert (SME) to assist with development of technical requirements and testing of tools and applications
Handle escalated issues/calls and assist with customer follow-up
Work with support staff to produce reporting
Troubleshoot inbound calls from existing customers and redirect calls to proper departments as require
Process various contractual changes, such as renewals, new contracts, option ads, drops contract exclusions, cancellations and credit card updates
May backup sales staff by answering calls from inquiring homeowners, existing customers, agents, brokers and title/escrow customers
Keep abreast of industry, contract coverage and limits, process and procedures
Support supervisors in their management and coaching of staff