Customer Welcome Specialist

Who We AreJoin 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 eleven 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 DoAt First American Home Warranty, we've been helping homeowners protect their homes with reliable home warranty solutions for more than 40 years. We pride ourselves on delivering exceptional customer experiences and building lasting relationships through every interaction.
As a Customer Welcome Specialist, you'll be the first point of contact for new customers, helping them understand their home warranty coverage and making them feel confident about their purchase.

How You'll Contribute

• Initiate welcome calls to new home warranty customers within established service-level timeframes.
• Create a positive first impression by providing a warm, friendly, and professional introduction.
• Clearly explain home warranty coverage, benefits, and how customers can maximize the value of their plan.
• Answer customer questions and resolve concerns, ensuring customers understand their coverage and feel confident using their warranty.
• Introduce and promote the SafeStreets/ADT member benefit by confidently communicating its value and completing warm transfers to our ADT partner.
• Recommend additional coverage options or service upgrades that enhance the customer's protection and overall experience when appropriate.
• Accurately document customer interactions and maintain detailed records in company systems.
• Partner with teammates and cross-functional departments to deliver a seamless customer experience.
• Meet or exceed individual and team performance expectations, including call quality, customer satisfaction, SafeStreets transfer goals, and other sales and service metrics.

What You'll Bring

• High school diploma or equivalent required
• Minimum of one year of customer service experience.
• Excellent customer service skills with a genuine passion for helping others.
• Strong verbal communication and active listening skills.
• Ability to confidently educate customers and effectively communicate product and service benefits.
• Strong problem-solving skills with the ability to identify customer needs and provide appropriate solutions.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple tasks in a fast-paced, metrics-driven environment.
• Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
• Experience working in a call center, customer engagement, inside sales, or customer retention environment is a plus.

Pay Range: $20.34 - $27.12 Hourly, Remote
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.

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 OfferBy choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but 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.