Senior Customer Service Representative

First American • Santa Ana, CA

2d • $20 - $27

About The Position

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 ten 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 Customer Service Representatives may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers or other agencies. The type of request is influenced by the business segment. For example, escrow branches will manage escrow-related calls, insurance businesses may receive policy or claims related inquiries, and other groups may receive technical-related questions. Interface with customers typically by web-based application, email, or telephone to address queries/problems. Use computerized systems for tracking, providing status, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization and do not have assigned clients. HOW YOU’LL CONTRIBUTE Interfaces with customers to resolve 1st tier/routine to 2nd tier/complex customer service calls/queries problems. Determine customer needs, identify problems, research issues, and recommend solutions. Escalates queries/requests for action to Supervisor or appropriate party/field location for immediate action. Maintain and create logs, records, and files. May assist customers with billing inquiries. Resolve issues, track results. Prepare billing; coordinate issues with collections and other departments. May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met. May do training/product demonstrations. Customize to meet customer’s needs/ applications. Training ranges from 1:1 to classroom to phone to web based to on site delivery. May do order fulfillment. Receive orders, reconcile information, update systems, follow-up with customers. May serve as liaison to offshore customer service operations providing training to less experienced customer service reps; 2nd tier customer service escalation point. Other duties as assigned

Requirements

• High School diploma or equivalent required
• Generally, has 4+ years of related experience
• Requires extensive knowledge of assigned area’s products and services.
• Strong MS Office skills
• Strong knowledge of computerized data entry system or other relevant applications.
• Strong verbal and written skills
• Customer Service skill including adaptability, attention to detail, patience, problem solving, creativity, conflict resolution, and collaboration

Responsibilities

• Interfaces with customers to resolve 1st tier/routine to 2nd tier/complex customer service calls/queries problems.
• Determine customer needs, identify problems, research issues, and recommend solutions.
• Escalates queries/requests for action to Supervisor or appropriate party/field location for immediate action.
• Maintain and create logs, records, and files.
• May assist customers with billing inquiries.
• Resolve issues, track results.
• Prepare billing; coordinate issues with collections and other departments.
• May perform customer setup, onboarding, and installations.
• Order and install necessary equipment.
• Test to make sure customer needs are met.
• May do training/product demonstrations.
• Customize to meet customer’s needs/ applications.
• Training ranges from 1:1 to classroom to phone to web based to on site delivery.
• May do order fulfillment.
• Receive orders, reconcile information, update systems, follow-up with customers.
• May serve as liaison to offshore customer service operations providing training to less experienced customer service reps; 2nd tier customer service escalation point.
• Other duties as assigned

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED