Sales Support Specialist; Remote

Position Overview

Sales Support is responsible for maintaining relationships with agents to help promote the continued use of First American Home Warranty. The role supports the sales force by placing claims, reviewing existing claims, making complex decisions, and keeping all parties (sales representatives, sales managers, real estate agents, property managers, and customers) involved in claim updates. The Sales Support professional facilitates resolution to claims through assertive efforts that include creating partnerships, negotiation, analyzing claim history, communicating with various departments, and balancing departmental and sales objectives.

• 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 closure of 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 monitor '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.
• Participate 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 reps, sales managers, divisional managers and customers to expedite job completion.

• High School Diploma or equivalent.
• At least 2 – 4 years of 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.
• Good listening, verbal and written communication skills.
• Proven customer service skills.
• Good organizational skills with the ability to multi-task, prioritize and follow up.
• Strong problem solving and conflict resolution skills.
• Excellent analytical skills.
• Meticulous attention to detail.
• Advanced contract knowledge.
• Advanced procedure and process knowledge.
• Working knowledge of Microsoft Office.

$19.81 – $26.43 per hour (Remote); or $20.34 – $27.12 per hour. Pay is based on experience, job‑related skills, and geographic location.

First American offers a comprehensive benefits package, including medical, dental, vision, 401(k), PTO, paid sick leave, and an employee stock purchase plan.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with applicable state and local laws. First American is an equal‑opportunity employer in every sense of the term.