Client Engagement Representative – Inbound SDR

• Answer and return inbound calls professionally and promptly
• Build rapport and create a positive first impression with prospective clients
• Complete preliminary intake and qualification using approved scripts and processes
• Schedule qualified appointments and facilitate warm handovers
• Follow up with missed calls, warm leads and previously engaged prospects
• Confirm appointments and conduct reminder follow-ups
• Maintain accurate CRM notes, lead statuses and callback information
• Re-engage inactive or previously lost prospects
• Conduct occasional outbound prospecting when inbound priorities are under control
• Support marketing and client engagement campaigns through phone and email outreach
• Connect clients with the appropriate licensed professional without providing insurance advice, recommending coverage, issuing quotes or closing insurance sales

• 2+ years' experience in inbound sales, appointment setting, customer service, contact centres or another phone-based client-facing environment
• Exceptional spoken and written English with a professional telephone manner
• Strong rapport-building, active listening and questioning skills
• Comfortable spending a significant portion of the day speaking with clients
• Confident handling follow-ups, objections and occasional outbound cold calls
• Strong organisational skills and ability to manage multiple appointments and callbacks
• Experience using CRM or client-management systems
• Comfortable using or quickly learning Google Workspace and Slack
• Detail-oriented with accurate documentation and follow-through
• Self-motivated, proactive and accountable when working remotely
• Quiet and professional home-working environment
• Reliable high-speed internet
• Dependable power access
• Professional headset
• Comfortable working with secure systems, VPN access and strict confidentiality requirements