Lead Qualification Representative

Royal York Property Management, inc.; Durban; Remote; ZAR 466,000 - 582,000; Full time

Benefits offered by this job

Remote work

Job summary

Royal York Property Management is seeking a Lead Qualification Representative for a remote, EST-friendly role. You will focus on outbound calls to property owners, qualify interest in rental-guarantee insurance, and transfer qualified leads to a sales rep via live transfer.

This is a high-volume, metrics-driven position requiring strong English and professional call conduct. The role emphasizes adherence to scripts, proper documentation in the CRM, and meeting transfer targets while respecting

Qualifications

• Three or more recent years of high-volume outbound calling experience.
• Experience with lead qualification and live transfers.
• Experience working against measurable hourly or daily performance targets.
• Experience using an automatic dialer.
• Experience using a CRM while actively calling.
• Strong spoken and written English.
• Clear listening, communication and objection-handling skills.
• The ability to remain calm and professional during difficult calls.
• Full-time availability during the assigned campaign schedule.

Responsibilities

• Make continuous outbound calls using an automatic dialer.
• Speak with property owners about rental-guarantee insurance options.
• Deliver clear and professional call openings.
• Confirm required property-owner and qualification information.
• Identify whether the prospect is interested in learning more.
• Explain the purpose and potential value of the service clearly.
• Handle questions, objections, suspicion, and rejection professionally.
• Obtain permission before initiating a transfer.
• Complete warm live transfers to sales representatives.
• Remain on the line until the receiving representative accepts the call.
• Record accurate notes, outcomes, and dispositions in the CRM.
• Schedule callbacks and follow up on unsuccessful transfers when required.
• Respect opt-out and do-not-call requests.
• Follow approved scripts, qualification rules, and compliance requirements.
• Participate in coaching, call reviews, and performance reporting.
• Meet call-quality and accepted-transfer targets.

Tools

Convoso

Five9

NICE CXone

Genesys Cloud CX

CallTools

Job description

Appointment Setting, Call Centre, Customer Aquisition, Customer Service, Inside Sales, Outbound Sales, Sales

Lead Qualification Representative

Location: Remote

Schedule: Full-time, EST Business Hours Required

Compensation: C$40,000–C$50,000 annually, based on experience, qualifications, and performance

The Opportunity

Royal York Property Management is hiring an experienced Lead Qualification Representative to speak with property owners about rental-guarantee insurance options.

Rental-guarantee insurance may help protect property owners when a tenant defaults on their rent. Your role will be to contact property owners, explain the purpose of the call, confirm basic qualification information, identify interest, and connect appropriate property owners with a sales representative through a live transfer.

This is a high-volume outbound-calling position—not a traditional customer-service role. You will work from an automatic dialer and will be expected to handle objections, keep appropriate prospects engaged, and consistently meet qualified-transfer targets.

You will not provide detailed insurance advice, determine eligibility, guarantee approval, or complete enrolments. Sales representatives will review the property owner’s circumstances and explain the available coverage.

What You’ll Do

• Make continuous outbound calls using an automatic dialer
• Speak with property owners about rental-guarantee insurance options
• Deliver clear and professional call openings
• Confirm required property-owner and qualification information
• Identify whether the prospect is interested in learning more
• Explain the purpose and potential value of the service clearly
• Handle questions, objections, suspicion, and rejection professionally
• Obtain permission before initiating a transfer
• Complete warm live transfers to sales representatives
• Remain on the line until the receiving representative accepts the call
• Record accurate notes, outcomes, and dispositions in the CRM
• Schedule callbacks and follow up on unsuccessful transfers when required
• Respect opt-out and do-not-call requests
• Follow approved scripts, qualification rules, and compliance requirements
• Participate in coaching, call reviews, and performance reporting
• Meet call-quality and accepted-transfer targets

What You’ll Need

• Three or more recent years of high-volume outbound-calling experience
• Experience with lead qualification and live transfers
• Experience working against measurable hourly or daily performance targets
• Experience using an automatic dialer
• Experience using a CRM while actively calling
• Strong spoken and written English
• Clear listening, communication, and objection-handling skills
• Confidence speaking with busy, suspicious, or frustrated prospects
• The ability to remain calm and professional during difficult calls
• Accurate call-disposition and documentation habits
• The resilience to remain productive during continuous calling
• The ability to follow scripts and compliance requirements without sounding unnatural
• Full-time availability during the assigned campaign schedule
• Verifiable employment history and professional references

Experience with Convoso, Five9, NICE CXone, Genesys Cloud CX, CallTools, Readymode, or a comparable dialer is preferred.

Experience in insurance, real estate, property management, mortgages, financial services, telecommunications, lead generation, telemarketing, consumer services, or another regulated call‑centre environment is an asset.

Direct property‑management or insurance experience is preferred but not mandatory. Strong candidates from other high-volume outbound campaigns will be considered.

Performance Will Be Measured Through

• Accepted qualified transfers
• Accuracy of lead qualification
• Call quality and professionalism
• Compliance with campaign requirements
• Accurate CRM notes and dispositions
• Dialer activity
• Attendance and schedule reliability
• Objection‑handling ability
• Responsiveness to coaching
• Consistent performance during high-volume calling

The position may require approximately five accepted qualified transfers per dialing hour, depending on campaign conditions and lead quality.

Who Will Succeed

The right person is confident, resilient, organized, and comfortable spending most of the workday on consecutive outbound calls.

You should be able to recover quickly from rejection, communicate naturally within a structured call process, and move interested property owners toward a live conversation with a sales representative.

You must also understand that strong performance never requires misleading a prospect, promising coverage, ignoring qualification requirements, or continuing after an explicit opt‑out request.

Remote-Work Requirements

You Must Have

• A private and professional workspace
• Dual monitors
• A computer with at least 16 GB of RAM
• Reliable internet speed of at least 100 Mbps
• Backup internet connectivity or power
• A wired noise‑cancelling headset
• A webcam
• A current operating system with appropriate security updates