Job at a glance
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 primary purpose of this role is to lead, coach, motivate, inspire, and develop a team of Inside Sales Representatives to consistently achieve sales, conversion, productivity, and call center performance goals. This is a hands-on sales leadership role requiring frequent coaching, real-time performance management, strong accountability, consistent follow-through, great communication and energy/passion.
What You'll Do: Leads, motivates, and develops a team of Inside Sales Representatives to achieve and exceed sales, conversion, productivity, and call center efficiency goals while creating a positive, results-focused environment. Builds strong relationships and team culture by understanding individual strengths and motivators, encouraging open communication, recognizing success, and creating an environment of trust, support, and accountability.
Creates an engaging, competitive, and fun sales environment through creative contests, team challenges, recognition, celebrations, and other motivational activities that build excitement around achieving goals. Keeps the team energized and connected to daily performance by celebrating wins, sharing best practices, recognizing improvement, and finding creative ways to maintain sales momentum throughout the day.
Develops representatives' sales skills and confidence through frequent coaching focused on effective discovery, identifying customer needs, building product value, asking for the sale, and successfully handling and overcoming objections. Provides frequent coaching and daily follow-up across multiple representatives, using live and recorded calls and performance results to reinforce skills, recognize progress, and ensure coaching translates into improved sales behaviors.
Maximizes outbound sales opportunities by using live reporting and performance tools to keep representatives engaged, consistently dialing, contacting leads, and working available opportunities throughout their scheduled shifts. Uses performance data to drive development and results, identifying trends, recognizing strong performance, uncovering individual opportunities, and creating targeted action plans to improve sales performance.
Sets clear performance expectations and promotes accountability, providing timely and direct feedback while helping representatives understand what actions are needed to improve and succeed. Promotes a professional, respectful, and team-focused culture by confidently navigating difficult conversations and addressing behaviors that may negatively impact team engagement, productivity, or performance.
Monitors sales calls and performance to reinforce sales effectiveness, customer experience, quality, compliance, and consistent use of established sales processes. Builds team knowledge and capability by reinforcing products, services, promotions, systems, policies, and sales processes while partnering with Training, Quality Assurance, Workforce Management, Human Resources, and other business pa