Sales / Customer Engagement (Calls)

About the Role:

We are seeking a personable, empathetic, and organized Sales & Customer Engagement Specialist to join our dynamic insurance team remotely. This role focuses on strengthening customer relationships, conducting win-back campaigns for past clients, and identifying cross-selling opportunities. You will be the human connection for clients, especially Ukrainian and russian speaking ones - who expect more than emails and texts.

This is a part-time remote position (4pm to 8pm, Kyiv time GMT+3) with potential to grow into more hours and responsibilities based on performance and interest.

Compensation & Incentives:

- Hourly pay (based on part-time commitment to start).

- Performance-based bonuses 

Key Responsibilities:
- Personally engage with existing clients whose policies are up for renewal.

- Provide a warm, human connection to ensure clients feel appreciated and valued.

- Handle initial questions or concerns, and pass technical or licensing-related queries to licensed agents.

- Reconnect with former clients who left the company (reason often unknown).

- Document interactions and results, aiming for successful win-backs.

- Earn incentives for each successfully re-engaged client.

- Engage with current clients to identify other insurance needs (e.g., homeowners, life, business).

- Offer to quote additional lines and coordinate with licensed agents.

- Help expand client lifetime value by understanding their situation holistically.

- Reach out primarily via phone calls and follow up with emails or texts as needed.

- Deliver a culturally relevant and respectful experience to English, Ukrainian and russian speaking clients.

Training & Tools Provided:
- Access to Total CSR courses to learn insurance terminology and basics.

- Internal Loom videos with step-by-step quoting and process tutorials.

- One-on-one guidance to ensure comfort with systems and scripts.

- A company-issued PC with pre-installed software for tracking and quoting.

- Setup for phone system integration (possibly through VoIP or a connected app).

Requirements:
- Fluent in English, Ukrainian and russian

- Proven experience in customer service, account management, or client communications.

- Comfort with phone-based outreach and written communication.

- Strong interpersonal skills and an empathetic, warm tone.

- Tech-savvy with willingness to use internal tools, systems, and remote setups.

- Ability to learn quickly and ask thoughtful questions during training.

- Based remotely in a stable environment, with reliable internet connection.

Preferred (but not required):

- Previous exposure to U.S.-based customer service or virtual sales roles.
 

About the Team:
You’ll be working directly with a small, tight-knit team of experienced professionals in the U.S. insurance market. You’ll be supported by licensed brokers, team leads, and tech staff. Though remote, the culture is collaborative, open, and people-centered.