New Orders Specialist
First American Financial Corp., Santa Rosa, CA, United States
What We Do
The New Orders Specialist's primary function is to answer inbound calls from existing and potential First American customers, clearly, accurately and consistently answer questions, take every opportunity to sell and upsell, enter renewal and new Direct to Consumer contracts into FALCON and document each call.
Essential Functions
Answer sales calls from inquiring buyers, sellers, existing customers, agents, brokers and title/escrow customers.
Make product recommendations based on client’s budget and unique home needs.
Upsell optional coverage and plans as appropriate by audience.
Troubleshoot inbound calls from existing customers and redirect calls to proper departments as required.
Send email communication to potential customers and sales reps.
Process various contractual changes, such as renewals, new contracts, option ads, drop contract exclusions, cancellations and credit card updates.
Process and send Real Estate invoices as required.
Process seller’s coverage cancellation / overcome cancellation requests.
Verify and update all homeowner contact information and ensure detailed documentation of customer or contact interaction.
Consistently perform compliant wrap‑ups.
Maintain consistent knowledge of company (FA and Alliance) products, version updates, pricing, promotions and broker agreements.
Keep abreast of industry, contract coverage and limits, processes and procedures.
Requirements
High School Diploma or equivalent.
1-3 years inbound call center sales experience.
Excellent customer service and sales skills.
Exceptional oral, written communication and listening skills.
Ability to clearly and effectively communicate to both external and internal customers.
Excellent organizational skills (multi‑tasking, prioritizing and follow‑up).
Fundamental understanding and some practical experience of all facets of the home warranty sales functions.
Ability to work under pressure and remain flexible to changing schedules and demands.
Ability to apply common sense, understanding and problem‑solving.
Working knowledge of Windows and Microsoft Office.
Knowledge of the real estate or mortgage industry helpful.
Legal and Eligibility Statements Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County.
First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).
First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position, potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer‑imposed criminal history requirements.
What We Offer 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, 401(k), PTO/paid sick leave and other great benefits such as an employee stock purchase plan.
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Essential Functions
Answer sales calls from inquiring buyers, sellers, existing customers, agents, brokers and title/escrow customers.
Make product recommendations based on client’s budget and unique home needs.
Upsell optional coverage and plans as appropriate by audience.
Troubleshoot inbound calls from existing customers and redirect calls to proper departments as required.
Send email communication to potential customers and sales reps.
Process various contractual changes, such as renewals, new contracts, option ads, drop contract exclusions, cancellations and credit card updates.
Process and send Real Estate invoices as required.
Process seller’s coverage cancellation / overcome cancellation requests.
Verify and update all homeowner contact information and ensure detailed documentation of customer or contact interaction.
Consistently perform compliant wrap‑ups.
Maintain consistent knowledge of company (FA and Alliance) products, version updates, pricing, promotions and broker agreements.
Keep abreast of industry, contract coverage and limits, processes and procedures.
Requirements
High School Diploma or equivalent.
1-3 years inbound call center sales experience.
Excellent customer service and sales skills.
Exceptional oral, written communication and listening skills.
Ability to clearly and effectively communicate to both external and internal customers.
Excellent organizational skills (multi‑tasking, prioritizing and follow‑up).
Fundamental understanding and some practical experience of all facets of the home warranty sales functions.
Ability to work under pressure and remain flexible to changing schedules and demands.
Ability to apply common sense, understanding and problem‑solving.
Working knowledge of Windows and Microsoft Office.
Knowledge of the real estate or mortgage industry helpful.
Legal and Eligibility Statements Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County.
First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).
First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position, potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer‑imposed criminal history requirements.
What We Offer 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, 401(k), PTO/paid sick leave and other great benefits such as an employee stock purchase plan.
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