Job Summary
Essential Functions
Dispatch work orders following established guidelines
Answer incoming calls, emails from customers and contractors
Make outbound calls to locate authorized contractors
Interpret contracts for all callers. Offer and explain terms and conditions of claim options to customers
Provide homeowners with relevant information pertaining to contract, claim or work order; explain and advise homeowner of options and terms; determine next steps to move claim forward
Obtain necessary documentation from the customer and/or technician and attach to the customer’s record
Provide work item assistance
Perform all tasks in accordance to set performance/methods and procedures, quality assurance and compliance guidelines
Requirements
High School Diploma or equivalent
Fundamental understanding of Home Warranty polices
General knowledge of HVAC, Appliance, Plumbing equipment helpful
Good listening, verbal and written communication skills
Proven customer service skills and ability to overcome objections
Good organizational skills with the ability to multi task, prioritize and follow up
Strong problem solving and conflict resolution skills
Adapt to fast paced work environment
Detail oriented
Working knowledge of Microsoft Office
2-4 years Customer service experience and/or training preferred
Home Warranty or real estate experience desirable but not required
First American invests in its employees’ development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.
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.
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