Customer Resolution Specialist

First American•Fort Mill, SC

3d•$23 - $31•Remote

About The Position

The Customer Resolution Specialist is responsible for providing high-level customer service and focuses on researching and resolving customer escalations through phone, email, and/or written communications. This role involves assessing customer complaints, researching and troubleshooting to provide resolutions, and coordinating with business areas or departments for issue closure. The specialist will maintain documentation of escalations and customer contact, ensuring the customer's voice is heard and issues are thoroughly addressed. This position does not have assigned client or account management responsibilities.

Requirements

High School diploma or equivalent required.
Generally has 5+ years of related experience.
Prior experience supporting customer escalations and/or written interactions/complaints in a related field/industry, product, or service.
Extensive knowledge of the company’s products and services.
Excellent organization skills, strong time management, and the ability to meet deadlines.
Strong research and problem-solving skills.
Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
Strong MS Office skills.
Excellent interpersonal and communication skills (verbal and written).
Proven ability to research and communicate the research into a customer-friendly letter and/or communicate the information verbally to the customer.
Strong knowledge of computerized data entry systems or other relevant applications.
Diplomatic.

Responsibilities

Serve as a point of escalation for customer inquiries and complaints.
Research and respond to escalated inquiries and complaints from customers, as well as standard requests for information or research.
Interact with customers on all levels of escalation to provide acknowledgment and inquiry status, including inbound and outbound calls.
Troubleshoot to provide customer resolution.
Identify emerging trends and notify leadership.
Provide written and verbal responses to customer inquiries, composing letters and emails to summarize key points.
Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates.
Maintain and create logs, records, and files.
Act as a resource for information.
May perform customer setup, onboarding, and installations.
Order and install necessary equipment.
Test to ensure customer needs are met.
May provide training/product demonstrations.
Customize solutions to meet customer needs/applications.
Perform other duties as assigned.