Inbound Sales and Service Associate

Job title: Inbound Sales AssociateLocation: UltraLag, Lagunilla, HerediaEducation: High School DiplomaExperience: 1+ year of experience in a BPO Sales RoleNo of Openings: 80+
Summary:The Inbound Sales Advisor is responsible for handling a high volume of inbound customer calls from customers contacting us to register household appliances. While the initial customer intent is administrative, the advisor is 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.
Roles and Responsibilities:Inbound Sales Associate are responsible for assisting existing and new customers with registering their new appliances establishing rapport with the customer to position the sales pitch and identifying customer needs, appliance usage patterns, and risk factors to recommend relevant protection plans.You will manage high inbound call volumes while maintaining quality, compliance, and conversion targets.Superior product knowledge and a passion for customer satisfaction, you will provide solutions to customer needs in a fast-paced and energetic environment.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.Fully understands and consistently demonstrates proficiency at explaining products and services to existing and prospective customers.Listen to customer concerns with the goal of identifying buying signals and effective use of rebuttals to overcome objections.Solve customer challenges and regain customer confidence by using empathy and building rapport with customers.Effectively overcome common objections related to cost, value, necessity, and timing.Demonstrate confidence and persistence while remaining customer-centric and compliant.Close sales ethically and accurately, ensuring full customer understanding of plan benefits and terms.Accurately document information within multiple database systems.Adhere to KPI(s), as defined by the leadership team, to ensure departmental sales expectations and quality assurance is within standards.Supporting 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.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 in a Call center environment.Experience selling insurance, warranties, subscriptions, or financial protection products is strongly preferred.