The Homeowner Care Inbound Team is seeking an enthusiastic, self-motivated individual to lead a team of Advisors. The Homeowner Care inbound teams takes inbound calls from homeowners looking for home services. The team gather’s service request information and converts inbound calls into service requests, while also uncovering additional needs to submit as Cross Sells.  This position is a great combination of customer service and sales.

Essential Functions

• Reporting and proactive communication with peers and leadership
• Inbound call queue management
• Coaching Advisors on techniques to overcome objections and uncover additional needs 
• Handle multiple tasks and strategic company initiatives in a fast-paced environment
• Address and reassure Advisor needs and concerns
• Effectively communicate with Advisors when issues arise on escalated accounts to work on prevention/best practices
• Administrative responsibilities including, but not limited to: Ultipro, Stella, CMS, Excel, and more
• Comply with all company policies, procedures and practices as well as holding team accountable to the same
• Tracking and accountability for attendance and metrics towards KPIs

 Requirements

• Must have a year of tenure with HA
• A consistent track-record of organization, follow-through, and coaching advisors to improvement
• Applicants should have no documented attendance, or conduct written warnings in the last 6 months
• Must possess, strong oral, written, presentation, and interpersonal skills and possess characteristics that demonstrate ethical professionalism
• Effective one on one communication and capable of handling difficult conversations
• Must adapt quickly to change
• Must have a conversation with and receive verbal approval from your Senior Manager (or Director if your manager is out) prior to applying.  HR will send your Senior Manager a feedback form.  

Technical Skills and Proficiency

• BETTI
• Outlook (email / calendar / tasks)
• Word
• PPT
• Written and Verbal Communication Skills
• Excel (minimally comfort with sorting, formatting, some formula usage)
• Ultipro