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 escalated customer issues through phone, email, and written communications. The role assesses complaints, troubleshoots issues, coordinates with the appropriate business area or department, and documents escalations and customer contacts. It ensures customer concerns are heard and thoroughly addressed, without assigned client or account-management responsibility. The position handles both escalated and standard information or research requests, communicates status and resolutions to customers, and manages an inventory of cases while meeting critical dates and compliance requirements. Duties may also include customer setup, onboarding, installations, equipment testing, training, and product demonstrations. The role works under general supervision, follows established procedures, and may recommend changes to department policies and procedures.

Requirements

High school diploma or equivalent.
Generally, 5 or more years of related experience.
Prior experience supporting customer escalations and/or written customer interactions or complaints in a related field, industry, product, or service.
Extensive knowledge of the company’s products and services.
Excellent organization and time-management skills, with the ability to meet deadlines.
Strong research and problem-solving skills.
Customer-service abilities, 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 and communicate findings in customer-friendly letters or verbally to customers.
Strong knowledge of computerized data-entry systems or other relevant applications.
Diplomatic approach to customer interactions.

Responsibilities

Research and respond to escalated customer inquiries and complaints, as well as standard information or research requests.
Interact with customers at all escalation levels, including through inbound and outbound calls, to acknowledge concerns and provide inquiry status.
Troubleshoot issues and provide customer resolutions.
Identify emerging trends and notify leaders.
Provide written and verbal responses to customer inquiries; compose letters and emails summarizing key points.
Manage an inventory or pipeline of assigned cases and meet compliance requirements and critical dates.
Maintain and create logs, records, and files documenting escalations and customer contacts.
Serve 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 to customer needs or applications.
Coordinate with business areas or departments needed to close complaints or resolve issues.
Perform other duties as assigned.