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What You'll Do
* Serve as the primary contact for inbound customer inquiries via phone and email
* Respond to and resolve inquiries related to:
o Order status updates
o Billing questions
o Questions regarding items reflected on reports
o General product or transaction-related matters
* Research and investigate issues by coordinating with operations, product, and billing teams
* Escalate complex matters appropriately while maintaining ownership of communication
* Identify areas of opportunity to cross-sell or upsell a client when they call in based on the context of their questions
* Document customer interactions accurately within FAST/Ignite file notes
* Provide order forms or direct clients to the website to place orders, and guide them through opening an order online
* Verify contact and account information
* Proactively follow up with clients to confirm issue resolution and to obtain feedback
* Identify trends or recurring issues and provide feedback to leadership
* Support the development of standardized workflows and service procedures
* Maintain professionalism, confidentiality, and adherence to company policies
What You'll Bring
* Demonstrated positive and professional attitude
* Self-starter with the ability to work independently and manage priorities
* Strong verbal and written communication skills
* Professional phone presence and customer interaction skills
* Curious mindset with a willingness to learn multiple products and processes
* Solutions-oriented approach to problem solving
* Strong organizational skills and attention to detail
Preferred Qualifications:
* Prior customer service or client-facing experience
* Experience working in a multi-product or operational environment
* Familiarity with CRM, ticketing, or case management systems
* Experience collaborating across cross-functional teams
* Title experience a plus
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 celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also 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.
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.