Customer Resolutions Specialist (Remote)

First American Financial-posted about 1 year ago
$43,056 - $71,760/Yr
Full-time • Entry Level
Remote • Fort Mill, SC
Insurance Carriers and Related Activities
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The Customer Resolution Specialist is responsible for delivering high-level customer service by researching and resolving customer escalations through various communication channels. This role focuses on assessing customer complaints, troubleshooting issues, and ensuring thorough documentation of customer interactions. The position does not involve account management responsibilities and is part of a team that will undergo training starting in February 2025.

  • Act as a point of escalation for customer inquiries and complaints.
  • Research and respond to escalated customer inquiries via phone, email, and written communication.
  • Interact with customers to provide acknowledgment and status updates on inquiries.
  • Troubleshoot customer issues to provide effective resolutions.
  • Identify emerging trends in customer complaints and notify leadership.
  • Provide written and verbal responses to customer inquiries, ensuring clarity and professionalism.
  • Manage an inventory of assigned cases while maintaining compliance with critical deadlines.
  • Maintain logs, records, and files related to customer interactions.
  • May assist with customer setup, onboarding, and installations as needed.
  • Order and install necessary equipment to meet customer needs.
  • Test solutions to ensure customer satisfaction and needs are met.
  • May provide training and product demonstrations to customers.
  • Adapt responses and procedures based on unique customer situations and issues.
  • High School diploma or equivalent required.
  • Generally has 5+ years of related experience.
  • Prior experience supporting customer escalations and written interactions in a related field.
  • Extensive knowledge of the company's products and services.
  • Strong organizational skills and time management abilities.
  • Excellent research and problem-solving skills.
  • Customer service skills including active listening and conflict resolution.
  • Strong MS Office skills.
  • Excellent interpersonal and communication skills.
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • 401k plan
  • Paid time off (PTO) and paid sick leave
  • Employee stock purchase plan
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