Sales Support Specialist

First American • Washington, DC

2d • $20 - $27 • Remote

About The Position

Claims Advocate Sales Support Specialists resolve highly complex claims escalated from the normal claims channel.

Requirements

• 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

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees