Call Center Specialist (Washington DC-Baltimore Area)

Company Description Crossroads Insurance GRP is a financial protection partner dedicated to helping individuals make informed decisions about their insurance needs. The organization focuses on providing clarity and guidance so people understand what they are buying and how it supports their long-term goals. By emphasizing education over simple transactions, Crossroads Insurance GRP strives to build confidence in each policyholder’s coverage. The company’s mission is to ensure that insurance is not only purchased, but truly aligned with each person’s unique financial journey.

Role Description The Call Center Specialist identify and engage prospective clients through outbound calling campaigns to generate qualified sales opportunities. My primary responsibility is to initiate meaningful conversations, assess prospect interest and eligibility, and schedule high-quality appointments for licensed sales professionals. Success is measured by the number and quality of qualified appointments generated, with compensation based on performance.

• Conduct high-volume outbound cold calls to prospective clients using provided lead lists and self-generated prospects.
• Engage decision-makers using consultative conversation techniques to identify needs, qualify interest, and build rapport.
• Explain the value proposition and generate interest without performing the final sales presentation.
• Qualify prospects based on established criteria, including need, eligibility, decision-making authority, and readiness to meet with a sales advisor.
• Schedule qualified appointments directly into the sales team's calendar while ensuring all required information is collected.
• Accurately document call outcomes, appointment details, and prospect information in the CRM system.
• Follow up with prospects through phone, text, and email to confirm appointments and reduce no-show rates.
• Meet or exceed daily call activity, conversation, appointment-setting, and quality metrics.
• Collaborate with the sales team to improve lead quality, messaging, and conversion rates.
• Maintain a professional, positive attitude while overcoming objections and building trust with prospective clients.

• Cold Calling
• Appointment Setting
• Lead Qualification
• Prospecting
• Outbound Sales
• Communication & Active Listening
• Objection Handling
• Relationship Building
• CRM Management
• Time Management
• Goal-Oriented Performance
• Persistence & Resilience
• Consultative Selling
• Customer Engagement

• Qualified appointments scheduled
• Appointment show rate
• Call volume and connection rate
• Lead qualification accuracy
• CRM data quality and follow-up completion
• Conversion of appointments to sales opportunities

• Performance-based compensation paid for each qualified appointment that meets established qualification standards and is accepted by the sales team.
• Additional performance incentives may be available based on appointment quality, attendance rate, and overall campaign performance.