Sales Support Supervisor

Company Summary



Join our team! As a member of the First American family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. We believe that our people are the key to the company’s continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For® list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.homewarranty.firstam.com



Job Summary



Essential Functions

Primary purpose of role is supervision. Supervise the day to day operational activities of the Sales Support staff who have responsibility for daily operational tasks in a customarily recognized department or functional area of the organization. Assist with all personnel management, ensure appropriate wage and work hour laws are followed, and provide input to goal setting for the functional area.
Provide guidance to Sales Support staff on claim direction, cost requests and investigation of claims for the sales force in the field.
Maintain employee performance records including attendance, complaints and disciplinary action. Analyze data in spreadsheets to determine staff performance and deficiencies.
Manage and approve timekeeping.
Provide ongoing coaching, development, and performance feedback with management consultation. Advocate for employees and communicate compensation changes.
Make hiring recommendations.
Provide regular status updates and reports to Manager.
Address concerns brought to them by the manager, sales field and various management groups. Make decisions on complex issues while considering the impact to sales.
Conduct reports in company operating systems, such as Business Objects, to guide improvement efforts or make changes to current processes.
Approve cashouts, reimbursements, and contractor reports which exceed the limit of the Sales Support staff.
Approve service fee refund requests.
Resolve escalated claims and calls brought to them by the Sales Support staff or received directly by the sales field from sales representatives, sales manager, and customers.
Ensure employee compliance of insurance regulations in claim handling decisions.


Knowledge and Skills/Technology Used

Bachelor’s degree or equivalent combination of education and experience
3-5 years of directly related experience in home warranty, escrow or real estate sales
2+ years demonstrated experience in a lead or supervisory role
Thorough understanding of Sales and Real Estate business relationships
Extensive knowledge of department functions outside of Sales Support such as New Orders, Payment Analysis, Marketing, etc.
In-depth understanding of home warranty policies and real estate sales
Ability to assertively resolve complex issues
Able to implement and enforce processes to ensure compliance and quality
Technical knowledge of appliances, air conditioning and heating equipment
Excellent verbal and written communication skills
High stress tolerance and resiliency
Strong negotiation and mediation skills
Ability to adapt to employee’s needs and frame of reference in order to communicate strengths, weaknesses, and to help them reach their potential
Solid organizational skills with the ability to multi task, prioritize and follow up
Strong attention to detail and the ability to adjust quickly to a changing environment
Strong knowledge of Microsoft Office with emphasis on MS Excel
Ability to balance the demands from the sales field and the needs of the department
Strong problem solving and conflict resolution skills
Strong leadership skills and coaching abilities
 

First American invests in its employees’ development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our Company and our dedication to putting People First, check out firstam.com/careers.