Case Resolution Specialist

Aston Carter•Aurora, IL

7d•$23 - $24•Hybrid

About The Position

The Case Resolution Specialist serves as a key point of contact for customers and service providers throughout the claims and service process. The role handles inbound and outbound calls and works to resolve cases; it is described as not being a call center or transactional position. The successful candidate is organized, customer-focused, and motivated by problem-solving, with the communication, attention to detail, and prioritization skills needed to work in a dynamic environment. The position is permanent and based in Aurora, Illinois. Initial training is fully onsite, transitioning to a hybrid schedule after the first week. Following training, the regular schedule is Monday through Friday, 9:00 a.m. to 5:30 p.m., with remote work Mondays and Fridays and in-office work Tuesday through Thursday. The training schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Work takes place in a fast-paced environment where priorities may shift with weather-related events and service demands. The Naperville office is described as having a fitness center, basketball court, coffee shop, convenience store, and collaborative workspaces.

Requirements

At least 2 years of experience in customer service, case management, service coordination, dispatch, claims administration, operations support, or a related field.
Strong verbal and written communication skills, including the ability to build rapport and collaborate with customers, contractors, and internal stakeholders.
Exceptional organizational skills and ability to manage multiple priorities simultaneously.
Strong problem-solving and critical-thinking abilities, with a focus on effective resolutions.
High attention to detail and ability to maintain accuracy in a fast-paced environment.
Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
Ability to work independently and contribute effectively in a team-oriented environment.
Strong sense of urgency and commitment to resolving customer concerns efficiently and accurately.
Excellent follow-up skills and dedication to outstanding customer experiences.

Responsibilities

Manage customer and provider cases from initial intake through final resolution, ensuring service requests are handled accurately and promptly.
Coordinate repairs and service fulfillment with contractors, service providers, and customers.
Monitor active cases and proactively update customers, providers, and internal teams on progress, timelines, and next steps.
Prioritize urgent and emergency requests to support timely resolution and customer satisfaction.
Handle inbound and outbound phone and email communications professionally and with a customer-focused approach.
Research qualified service providers when existing network coverage is limited.
Build and maintain positive working relationships with contractors, vendors, customers, and cross-functional teams.
Review claims and service requests for compliance with company guidelines and contractual requirements.
Document case activities, communications, and resolutions accurately in company systems.
Maintain provider databases and enter data to keep records accurate and up to date.
Dispatch work orders and coordinate scheduling between customers and service providers.
Follow up on open work orders to encourage timely completion and a positive customer experience.
Support team operations and workflow management during periods of increased claim volume.
Assist with provider recruitment, onboarding, and relationship-building to expand service network coverage.

Benefits

Medical insurance
Dental insurance
Vision insurance
Critical illness, accident, and hospital coverage
401(k) retirement plan with pre-tax and Roth post-tax contributions
Life insurance, including voluntary life and AD&D coverage for employees and dependents
Short- and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time off/leave, including PTO, vacation, or sick leave
Office amenities including a fitness center, basketball court, coffee shop, convenience store, and collaborative workspaces