Job Description:

Company Summary

Join a team that puts its People First! As a member of First American's family of companies, Data & Analytics is a national provider of property-centric information, analytics, risk management and valuation solutions. First American maintains and curates the industry's largest property and ownership dataset with over 7 billion document images. Our major platforms and products include: DataTree, FraudGuard, RegsData, TaxSource and ACI. The First American Data & Analytics division boasts more than 20 patents and remains at the forefront of innovation - leveraging technology and data to deliver best-in-class decisioning solutions. Fueled by our industry-leading data and using our technology and proprietary process, our solutions provide lenders, real estate and title companies with actionable insights - enabling them to make better, increasingly automated, decisions. With offices in all major metropolitan areas, including California and New York, DNA teams work collaboratively from across the country. 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 six 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.

Job Summary

Connected Investor's Customer Success Group is on a mission to help Customers achieve investment goals faster and get the most out of the Connected Investors platform. Our proven methodology provides a

sustainable approach to growth, trusted experts to help customers at every step of the way and meaningful insights to help put all aspects of our platform to work. This role provides the opportunity to work remotely (work from home) & comes with benefits, bonus opportunities and commission opportunities. Your main objective includes supporting customers through all channels of communication to ensure satisfaction of both external and internal customers while also improving the reputation of Connected Investors and its products.

This means ensuring customers that you are assigned ownership of will stick for the duration of the quarter and beyond, with the ultimate goal being to improve customer satisfaction & retention rates, also allowing for the opportunity to "offer upsell" opportunities to existing customers through the ascension model beginning at the end of Q3.

Essential Functions

You are expected to own the success & continued retainment of customers you are assigned by managing the following:

Customer Satisfaction -

• Complete a welcome call with new PiN buyers of whom you are assigned within the first 24 hours to



• ensure they get a custom walkthrough of the product(s) purchased, answering any questions they may



• Keep a positive and "can do" attitude when interacting with customers to ensure their experience meets



• and/or exceeds their expectations.



• Ensure the customer knows you are their main point of contact, how to reach you and who to go to next



• if you are unavailable for any reason.



• Be responsible for communicating product improvement suggestions, customer feedback and software bugs to the Customer Success Manager.

Revenue Collections -

• Credit card declines - contact customers of whom you are assigned to ensure collection on monies



• owed to Ci at a rate of 35% weekly by the end of each quarter.



• Offer annual and semi-annual up-sell opportunities to monthly subscription customers as warranted



• from collection activities.



• Mediate refund requests from customers of whom you are assigned to achieve our company &



• department goals of 8% or less refund rate each quarter.

Scheduling Requirements -

• Adhere to a weekly schedule for support after business hours, holidays, and weekends.


• Answer Zendesk tickets, phone calls and live chat consistently during designated working hours.


• Ensure a Zendesk first response time of 1 hour or less to all support tickets during normal office hours.


• Ensure a chat response time of 30 seconds or less to all chat support requests during normal office

Community Engagement -

• Help protect the online reputation of Connected Investors & notifying the team of any negative



• information found online & reporting them to the Customer Success Manager.



• Moderate discussions, comments and messages from the moderation page every day.


• Respond to member's forum questions & post a minimum of 1x weekly in an effort to improve the



• content for our FAQ and increase community engagement



• Daily monitor, and block as necessary, flagged Ci profiles to ensure member's compliance with Terms of use policies.

Knowledge and Skills/Technology Used

• General knowledge of company products and customer service activities.


• Proficient MS Office skills


• Must be able to navigate a computerized data entry system or other relevant applications.

Typical Education

• High School diploma or equivalent required

Typical Range of Experience

• Generally has 2+ years of related experience

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.

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. Apply Now