Inside Sales Lead

Who We Are

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.

What We Do

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.

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.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

Pay Range: $23.37 - $31.15 Hourly, Remote

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.