Inbound Specialist (Remote)

HMS Inbound Specialist

(Enrollment/Retention)

Purpose:

To provide customers, realtors, and affiliates with enrollment, renewal, and product information with the main purposes of selling products and services and retention of our customers. Accomplish duties by determining customer needs and effectively communicating and selling recommendations and solutions.

Summary of Responsibilities:

• Utilize professionalism, communication skills and acquired product knowledge to provide a high quality experience in the handling of product and general questions as well as enrollment(sales) and renewal(retention calls) through consultative sales techniques
• Take Inbound (and potentially make outbound) renewal/enrollment calls in order to renew and enroll customers into various products/services using a "professional sales" approach
• Make outbound "Welcome Calls" to new customers to welcome them, answer any product questions and to thank them for enrolling into an HMS home warranty.
• Process customer renewal inquiries and drive customer retention
• Quickly identify customer needs and handle system transactions and system data entry in a timely manner, professional and accurate manner
• Provide customers with available options and additional coverage according to state/warranty requirements
• Develop and process written transactions including emails, faxes and other correspondence/transaction types
• Perform special projects as assigned.

Education/Qualifications:

• High School diploma, GED or equivalent
• Minimum one (1) year experience in a high volume customer sales environment - B2B or B2C
• Ability to perform in a fast pace environment with minimal direct supervision
• Able to handle a large volume of phone calls and have strong sales/retention and customer service knowledge
• Good systems and PC skills
• Excellent verbal / written communication skills - clear professional verbal and written communication including spelling, grammar, punctuation
• Possess problem solving skills and be highly self-motivated
• Must be detail oriented and have the ability to follow through on assignments
• Preferred Skills/Experience:
• Previous work experience in the insurance / warranty, mortgage/real estate or home related industry
• Fluent in Spanish a plus
• Multiple years of experience in a high volume sales/retention service environment
• Experience with both B2B and B2C sales/retention and service experience