Inside Sales Lead

• Answer inbound calls from existing and potential First American customers
• 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
• 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

• 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
• 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

Knowledge of the real estate or mortgage industry helpful

• medical
• dental
• vision
• 401k
• PTO/paid sick leave
• employee stock purchase plan