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 partners.
• Manages day-to-day team responsibilities including attendance and scheduling, performance reviews, compensation accuracy, escalated customer concerns, company policies, and applicable wage and work-hour requirements.
• Supports the growth of a high-performing sales team through interviewing, hiring recommendations, onboarding, recognition, and ongoing employee development.

What You'll Bring

• Bachelor’s degree or an equivalent combination of education and experience.
• Three to five years of inbound/outbound call center sales supervisory and coaching experience or at least two years in a lead role that conducted coaching.
• Previous experience in telesales with the ability to coach for higher lead/call conversion rates, outbound dials, and strong customer retention.
• Strong communication and listening skills, with the ability to motivate different personalities, navigate difficult conversations, and hold employees accountable.
• Proficiency with Microsoft Office and the ability to manage daily operations while maintaining quality and compliance

Pay Range: $64,300.00 - $85,700.00 Annually

 

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.

 

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

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.