Inside Sales Agent - Richmond, VA

Primary Duties

• Convert Warm Inbound Leads (Inside Sales): Respond promptly to warm inbound leads from online quotes and customer inquiries via website, phone and email.
• Complete onboarding, required training, and proficiency testing for personal lines products, carrier guidelines, and internal systems.
• Confirm and gather applicant information, prepare accurate quotes for Auto/Home/Renters, explain coverage options, and guide customers through application, payment, and binding.
• Prepare binders/certificates and related correspondence as needed.
• Address customer questions, objections, and basic underwriting concerns; escalate complex underwriting issues appropriately.
• Identify and recommend cross-sell/upsell opportunities (additional coverages, endorsements, and supporting lines where applicable) to meet customer needs.
• Identify brokerage/market opportunities when a customer’s needs fall outside standard markets and route appropriately.
• Identify and implement opportunities for improvement.

Support Achievement of Company Initiatives / Goals

• E.g. Online Accounts, paperless enrollments, telemantics program

Qualifications

• High School Diploma or GED (required)
• Property & Casualty (P&C) / Personal Lines license (must maintain required licensure through continuing education (CE) and renewal requirements)
• Customer service and/or sales experience in a fast-paced, phone-based environment (call center or inside sales experience a plus)
• Ability to attend and complete all required training, coaching sessions, and team meetings
• Comfortable working in a phone-based environment while multitasking (talking, typing, navigating CRM/quoting systems); proficient with Microsoft Office and able to learn new systems quickly
• Professional phone presence with clear, confident verbal communication and active listening
• Strong attention to detail and accuracy in data entry, documentation, and quoting information
• Effective written communication skills (email, notes, and customer correspondence)
• Strong time management and follow-up skills to prioritize inbound leads and complete tasks in a timely manner
• Customer-first mindset with the ability to explain coverage options in a simple, helpful way
• Comfortable working toward activity and sales goals while maintaining quality and compliance standards
• Team-oriented and receptive to feedback and coaching
• Commitment to confidentiality and compliance when handling customer information