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$41,225–$54,975

Sales Support Specialist - Remote

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Full-time Remote 3d ago

Location:

Phoenix, AZ, US

Company:

First American provides a range of home warranty products and services, focused on fostering a people-first culture.

Summary:

The Sales Support Specialist at First American resolves complex claims and manages customer inquiries efficiently. Applicants need a high school diploma and several years of customer service experience.

Requirements:

Hard Skills: Critical thinking, Analytical skills, Investigative skills, Proficient in Microsoft Word, Proficient in Outlook, Basic mechanical knowledge, Technical knowledge

Credentials: High School diploma or equivalent required; some college preferred

Experience: 3-5 years of previous customer service experience, Demonstrated ability to handle complex claims

Job Description:

What You'll Do:

  • Investigate, analyze and respond to highly complex claims from the following sources: claims addressed to Management, claims forwarded to the Corporate Offices, claims escalated from other lines of business.         
  • Manage a high volume of claims, resolving multiple customer inquiries simultaneously.
  • Answer incoming calls, Chats, emails and voicemails from customers and contractors according to guidelines; provide assistance with inbound call volume and back office work as needed in other areas.
  • Manage an assigned caseload for expedited handling and closure.   
  • Manage the relationship between Brokers, Sales Field, and Homeowners as related to claim activity.     
  • Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests.      
  • Pilot innovative company initiatives.        
  • Represent as a Subject Matter Expert.

What You'll Bring:

  • High School diploma or equivalent required; some college preferred
  • 3-5 years of previous customer service experience
  • Demonstrated ability to handle complex claims
  • Excellent communication skills (Oral and written)  
  • Basic mechanical, technical and contract knowledge and understanding (expected to increase with time)         
  • Exceptional customer service skills           
  • Critical thinking, analytical and investigative skills 
  • Proficient in Microsoft Word, Outlook and ability to navigate through Access 
  • Fundamental understanding of the home warranty industry             
  • Ability to keep composure in escalated conversations          
  • Effective time management skills

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.