Job Details

Lead Customer Service Representative

First American is seeking an experienced and highly skilled Lead Customer Service Representative to support daily operations and ensure exceptional service delivery. In this role, you will assist the Manager with customer service activities, and handle escalated or complex inquiries that require detailed research and problem-solving. You will also manage incoming email requests across multiple RA accounts, ensuring timely, accurate, and professional communication. This role requires someone who can work independently, adapt to changing priorities, and confidently navigate non-routine customer situations.

How You'll Contribute

• Assist the Manager with daily customer service activities, inquiries, and workflow needs.

• Take ownership of escalated or unresolved customer calls and issues.

• Identify customer needs, research problems, and recommend effective solutions.

• Support billing inquiries, issue resolution, and coordination with collections and other departments.

• Assist with customer setup, onboarding, installations, equipment ordering, and testing.

• Conduct customized training or product demonstrations in formats such as 1:1, classroom, web-based, phone, or onsite.

• Handle order fulfillment by receiving orders, reconciling information, updating systems, and following up with customers.

• Act as a liaison to offshore customer service teams by providing training and second-tier support.

• Manage incoming email requests across multiple RA inboxes with accuracy and responsiveness.

• Navigate non-routine situations where standard procedures do not apply, applying critical thinking and thorough research.

• Follow established guidelines while recommending improvements to processes and procedures.

• Provide performance feedback and input during hiring discussions (though this role does not supervise others).

What You'll Bring

• Strong ability to work independently while balancing multiple priorities.

• High School diploma or equivalent (required).

• Extensive knowledge of relevant products, services, and customer service processes.

• Proficiency in MS Office and computerized data entry systems.

• Excellent verbal and written communication skills.

• A high level of professionalism, critical thinking, problem-solving, adaptability, and attention to detail in every customer interaction.

• National Experience or Builder Experience is a plus.

Pay Range: $22.80-$30.38 hourly. 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.

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.