Client Resolution Specialist

Service Champions • Brea, CA

16h • $25 - $27 • Onsite

About The Position

The Client Resolution Specialist is an in-person, full-time, non-exempt position at the Service Champions branch in Brea, California. The role engages directly with clients to address concerns, provide timely solutions, and support positive customer experiences in a fast-paced environment. It reports to the Client Services Manager.

The specialist handles client escalations and coordinates with internal and external stakeholders to ensure issues have clear ownership and that action items and communications are completed. The role also monitors resolution timelines, proactively escalates cases at risk of missing them, identifies coaching and process-improvement opportunities and system issues, and accurately documents activities in the CRM. The position requires availability for a variable schedule between 7:00 AM and 8:00 PM, Monday through Saturday, based on business needs.

Requirements

• Commitment to providing superior customer service.
• Exceptional phone and interpersonal skills.
• Exceptional written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced, deadline-driven, multidisciplinary environment.
• Strong judgment and ability to make sound business decisions and resolve issues clearly, calmly, and diplomatically.
• Ability to talk and type accurately, with a typing speed of at least 40 words per minute.
• Proficiency in Microsoft Word, Outlook, and Excel.
• Availability to work a variable schedule between 7:00 AM and 8:00 PM, Monday through Saturday, based on business needs.
• Ability to sit for extended periods.
• Accurate speech, hearing, and listening abilities.

Responsibilities

• Handle incoming client escalations and coordinate resolution efforts with internal and external stakeholders.
• Work cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
• Resolve client escalations to the client’s satisfaction within agreed-upon timelines.
• Proactively escalate issues that may exceed established timelines.
• Identify coaching opportunities, process improvements, and system issues, and share them with appropriate parties.
• Use the CRM to document all activities accurately and properly.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Monthly performance-based incentives.
• Overtime opportunities.
• 401(k) retirement plan with company match.
• Generous vacation, holiday, and sick leave.
• Ongoing training and development opportunities for professional growth and advancement.
• Supportive, inclusive, and dynamic work environment focused on teamwork and employee satisfaction.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed