Customer Resolution Specialist (Remote)

First American•Usa, SC

4d•Remote

About The Position

The Customer Resolution Specialist provides high-level customer service by researching and resolving customer escalations through phone, email, and written communications. The role assesses customer complaints, investigates issues, coordinates with the appropriate business area or department to resolve them, and documents escalations and customer contacts. The specialist ensures customer concerns are heard and thoroughly addressed and does not have assigned client or account-management responsibilities. The role may also support customer setup, onboarding, and installations, including ordering and installing necessary equipment, testing that customer needs are met, providing training or product demonstrations, and customizing solutions to customer needs or applications. Other duties may be assigned.

Requirements

High school diploma or equivalent.
Generally, 5 or more years of related experience.
Prior experience supporting customer escalations and/or written interactions or complaints in a related field, industry, product, or service.
Extensive knowledge of the company's products and services.
Strong organization and time-management skills, with the ability to meet deadlines.
Strong research and problem-solving skills.
Customer-service capabilities including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision-making, open-mindedness, persuasion, and critical thinking.
Strong Microsoft Office skills.
Excellent interpersonal and verbal and written communication skills.
Ability to research information and communicate findings to customers in a clear, customer-friendly letter or verbally.
Strong knowledge of computerized data-entry systems or other relevant applications.
Diplomacy.

Responsibilities

Research and respond to escalated customer inquiries and complaints, as well as standard requests for information or research.
Acknowledge customer inquiries and communicate their status through inbound and outbound calls and other channels.
Assess complaints, troubleshoot issues, and provide customer resolutions.
Coordinate with the relevant business area or department to close complaints or resolve issues.
Maintain documentation of escalations and customer contacts.
Identify emerging trends and notify leaders.
Prepare written and verbal responses to customer inquiries, including composing letters and emails that summarize key points.
Manage an inventory or pipeline of assigned cases and comply with critical dates.
Create and maintain logs, records, and files.
Act as a resource for information.
May perform customer setup, onboarding, and installations; order and install necessary equipment; and test that customer needs are met.
May provide training or product demonstrations and customize solutions for customer needs or applications.
Perform other duties as assigned.