Senior Customer Service Representative

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 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

The Sr. Customer Service Representative will work in a call center environment handling customer inquiries and requests from the general public, real estate agents/brokers or other agencies.

HOW YOU’LL CONTRIBUTE

• In a call center environment, receive orders, reconcile information, update systems and follow-up with customers either by phone or email
• 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.
• Assist customers with billing inquiries
• Resolve issues and track results
• Prepare billing; coordinate issues with collections and other departments.

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WHAT YOU’LL BRING

• High School diploma or equivalent required
• 4+ years of related experience preferably in a call center environment
• Excellent customer service skills including adaptability, attention to detail, patience, problem solving, creativity, conflict resolution, and collaboration
• Requires extensive knowledge of products and services.
• Solid computer skills including Microsoft Office
• Exceptional verbal and written communication skills

SALARY RANGE

$18.01 - $24.02

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.