Sales Support Specialist (Remote)

📋 Description

• • Manage relationships between brokers, sales field representatives, and homeowners regarding claim activity and resolution.
• • Make discretionary decisions on behalf of the sales field that balance broker/sales relationships, company policies, and homeowner needs related to claims.
• • Triage, manage, and close all support requests from assigned territories in alignment with company and departmental procedures.
• • Assist sales representatives with decision-making by providing guidance, advice, and analysis on claim-related matters.
• • Dispatch and monitor ‘Check and Advise’ tasks for Sales Managers and Divisional Sales Managers.
• • Obtain cost estimates for work performed outside First American for sales reps, managers, and divisional managers.
• • Provide broker and agent information to sales representatives, Sales Managers, Divisional Managers, and the VP of Sales.
• • Handle dispatch activities as requested by sales managers or at the discretion of sales representatives.
• • Communicate across departments to coordinate claim resolution efforts and ensure timely completion.
• • Review contractor reports and make authorization decisions within predetermined financial limits.
• • Process reimbursement requests and cash-out requests for eligible expenses.
• • Determine and communicate costs for covered and non-covered items under home warranty policies.
• • Purchase equipment on behalf of sales representatives, managers, and customers to expedite job completion.
• • Participate in department improvement initiatives, including brainstorming enhancements to Falcon systems.
• • Maintain meticulous records and documentation for all claim-related actions and communications.
• • Apply advanced knowledge of home warranty policies, procedures, and appliance systems to resolve complex claims.
• • Utilize strong analytical skills to evaluate claim history, identify patterns, and recommend appropriate resolutions.
• • Demonstrate excellent verbal and written communication skills when interacting with internal teams and external stakeholders.
• • Prioritize and multitask effectively while maintaining accuracy and attention to detail across multiple claims and requests.
• • Resolve conflicts and address concerns from agents, sales teams, and homeowners with professionalism and diplomacy.
• • Apply advanced contract and procedural knowledge to ensure compliance and consistency in claim handling.
• • Maintain proficiency in Microsoft Office applications to support reporting, documentation, and communication tasks.