Sales Support Specialist

Who We Are

Join a team that puts its People First! As a member of First American's family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eight consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

Sales Support is responsible for maintaining relationships with agents to help promote the continued use of FA. Supports sales force by placing claims, reviewing existing claims, making complex decisions and keeping all parties (sales representative, sales managers, real estate agents, property managers, and customers) involved in claim updates and facilitates resolution to claims through assertive efforts which involve creating partnerships, negotiation, analyzing claim history and communicating with various departments, while balancing department and sales objectives.

Essential Functions

• Manage the relationship between Brokers, Sales Field, and Homeowners as related to claim activity.
• Make decisions on behalf of the Sales Field balancing the Broker / Sales Field Relationship and the needs of the company and homeowner as related to claim activity.
• Triage and manage to closure all support requests emanating from assigned territory in accordance with company and departmental procedures. Assist sales representatives with decision making (discretionary, seeking advice).
• Dispatch and monitoring 'Check and Advise' for Sales Managers and Divisional Sales Managers.
• Obtain cost on work performed outside of First American for sales reps, sales managers and divisional managers.
• Participates in department improvement plans, including brainstorming Falcon enhancements.
• Provide broker/agent information to sales representatives, Sales Managers, Divisional Managers and VP of Sales.
• Handle various dispatch activities as requested by sales managers and at representatives own discretion.
• Communicate with various departments to coordinate completion efforts.
• Take reports from contractors and make decisions with a predetermined authorization limit.
• Process reimbursement and cash out requests.
• Provide cost for covered and non-covered items.
• Purchase equipment on behalf of sales rep, sales managers, divisional managers and customers to expedite job completion.

Knowledge and Skills/Technology Used

• High School Diploma or equivalent
• Requires 2 - 4 year's internal Claims Resolution Level II representative experience
• Sales experience desirable
• Fundamental understanding of Home Warranty policies, systems and appliances.
• Understanding of sales / real estate transactions
• Ability to build relationships and create rapport
• Good listening, verbal and written communication skills
• Proven customer service skills
• Good organizational skills with the ability to multi-task, prioritize and follow up
• Resilience
• Strong problem solving and conflict resolution skills
• Good stress tolerance
• Good math skills
• Analytical and detail oriented
• Advanced contract knowledge.
• Advanced procedure and process knowledge.
• Working knowledge of Microsoft Office
• Negotiation, mediations skills

Salary Range:

$15.00 - $26.00

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

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.