Inside Sales Lead

Essential Functions

• 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

Job Complexities

• Perform work that is varied and that may be somewhat difficult in character, but usually involves limited responsibility. Some evaluation, originality or ingenuity is required

Supervision Received or Extended

• No supervision of others

Impact

• Works under general supervision following work procedures and guidelines
• Requests or issue that are not general in nature are referred to Supervisor or Manager

Knowledge and Skills/Technology Used

• 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.

Typical Education

• High School Diploma or equivalent

Typical Range of Experience

• 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.

License or Certification

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant's criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.