Inbound Sales Associate (1y exp)

Summary:

The Inbound Sales Associate is a sales role. You will handle a high volume of inbound customer calls from customers contacting us to register household appliances. While the initial customer intent is administrative, registration is the opening of the sales conversation, not the goal of the call. You are expected to professionally uncover needs, engage the customer through effective discovery, and convert eligible interactions into sales of extended protection plans for both in-warranty and out-of-warranty appliances.

This role operates in a fast-paced, performance-driven sales environment and requires resilience, strong objection handling skills, and the ability to confidently position protection plans as a long-term investment in peace of mind and cost avoidance. Your success is measured by conversion against a target set for your tenure, delivered with full compliance.

Roles and Responsibilities:

· Treat every call as a sales opportunity. Assist existing and new customers with registering their new appliances, establishing rapport to position the sales pitch and identifying customer needs, appliance usage patterns, and risk factors to recommend relevant protection plans.

· Manage high inbound call volumes while maintaining quality, compliance, and conversion targets.

· Emphasis is on sales for extended warranty plans and product registration.

· Through rapport building and information gathering from the conversation with the customer, identify opportunities to present the need to purchase an extended service plan.

· Upsell customers to additional service plans on older appliances the customer has in their homes.

· Ask discovery questions before presenting a plan, and tie the plan to what the customer told you.

· Listen to customer concerns with the goal of identifying buying signals and effective use of rebuttals to overcome objections.

· Effectively overcome common objections related to cost, value, necessity, and timing, and ask for the sale.

· Demonstrate confidence and persistence while remaining customer-centric and compliant.

· Close sales ethically and accurately, ensuring full customer understanding of plan benefits and terms. A sale that fails a compliance check does not count.

· Accurately document information within multiple database systems.

· Meet the scorecard targets for your tenure: in-warranty and out-of-warranty conversion, sales QA, and attendance. Know your numbers daily.

· Participate in coaching: acknowledge each coaching session within 48 hours, complete the follow-up, and apply the feedback in your next calls.

· Support the team and wider functions to succeed by sharing knowledge and proactively looking for ways to improve the customer journey and personal competency, providing feedback in a solution-focused manner.

Required Skills:

· Proficient speaking English to US based customers.

· Minimum 6 months Call Center experience required.

· Sales experience required.

· High School Diploma or GED required.

· Strong objection handling and closing skills.

· Ability to thrive in a high-pace, target-driven environment.

· Consultative selling mindset with the ability to guide customers through value-based decisions.

· Confident communicator with the ability to simplify complex products.

· High resilience, emotional control, and persistence.

· Genuine desire to provide exceptional customer service.

· Ability to understand first call resolution.

· Excellent communication skills (professional demeanor) with an ability to be positive, energetic, and relay information precisely, professionally, and friendly while overcoming objections.

· Respond to customer inquiries by asking probing questions, listening attentively, while possessing exceptional oral and written skills.

· Self-motivated, able to work independently, and a desire to learn and succeed.

· Attention to detail with an ability to follow through while managing multiple tasks and adapt to change within a fast-paced business environment.

· Demonstrates teamwork, displays a positive attitude, and has a strong work ethic.

· Highly reliable with the ability to maintain regular attendance and punctuality.

· Demonstrates ability to speak off script, accurately, asking questions to identify busy signs.

· Demonstrates ability to build rapport, off script, with customer to identify needs for our product.

· Strong time management skills that enable you to perform and deliver results with high work volumes.

· A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed.

· Enthusiastic and positive attitude, with a strong desire to learn all aspects of the business.

· Must be able and willing to operate in a 24/7 shift work environment.

Desired Skills:

· Salesforce knowledge.

· Experience selling insurance, warranties, subscriptions, or financial protection products is strongly preferred.