Customer Service Representative I - Resolution Representative

CUC Corporate Brand•Fernandina Beach, FL

3d•Hybrid

About The Position

The Customer Service Representative I (aka Resolution Representative) is responsible for investigating, managing, and resolving complex customer inquiries and escalated complaints that extend beyond standard contact center support. This role serves as a critical liaison between customers, internal departments, and external regulatory or advocacy entities to ensure timely, accurate, and policy-compliant resolutions. The Resolution Representative handles sensitive customer issues including billing disputes, payment investigations, service concerns, and regulatory complaints. Success in this role requires sound judgment, strong communication skills, attention to detail, and a commitment to delivering a fair and positive customer experience.

Requirements

High School Diploma or GED required
Minimum of two (2) years of customer service experience in a fast-paced environment
Standard drivers’ license
Understanding of customer service principles and complaint resolution practices
Knowledge of company policies, procedures, and safety requirements
Strong verbal and written communication skills
Proficiency with Microsoft Office applications
Ability to analyze account data and billing information accurately
Ability to manage multiple cases simultaneously and meet deadlines
Ability to remain calm and make sound decisions in high-pressure situations
Ability to work independently and collaboratively within a diverse team environment

Nice To Haves

Experience handling escalated or complex customer issues preferred
experience with customer information systems (e.g., SAP or similar) preferred
Bilingual (English/Spanish) preferred

Responsibilities

Receives daily correspondence from shared mailboxes to resolve customer inquiries.
Creates customer accounts, communicates updates to customers, and creates appropriate work orders, as needed.
Completes customer account data clean-up maintenance.
Processes customer payments.
Receive, research, investigate, and resolve escalated customer inquiries and complaints originating from the contact center, leadership referrals, or external agencies.
Manage and respond to regulatory and formal complaints (e.g., Public Service Commission, Better Business Bureau, executive escalations), including documentation, investigation, and resolution within required timeframes.
Review customer account activity, billing history, payments, and service records to determine root cause and appropriate resolution.
Create and update customer accounts, initiate service orders, and coordinate with internal teams to ensure corrective actions are completed.
Communicate clearly and professionally with customers regarding findings, resolutions, billing explanations, and available payment or assistance options.
Collaborate with Billing, Field Operations, Credit & Collections, and other departments to resolve complex or cross-functional issues.
Accurately document all actions, findings, and resolutions in applicable systems to ensure auditability and compliance.
Support customer retention by offering appropriate programs such as payment plans, budget billing, or assistance programs when applicable.
Handle sensitive customer interactions with empathy, professionalism, and confidentiality.
Perform customer account maintenance and data clean-up activities as assigned.
Process and route incoming and outgoing correspondence related to customer resolutions.
Participate in team meetings, quality reviews, and process improvement initiatives.
Provide feedback on recurring issues and opportunities to improve customer experience and operational efficiency.
Support special projects or cross-functional initiatives as needed.