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First American · 12 hours ago

Customer Resolution Specialist (remote possible)

United States

Full-time

Remote

Senior Level

$23.37/hr - $31.15/hr

5+ years exp

ServiceMac is a new sub-servicing entity focused on providing superior technology and services for the mortgage and real estate industries. The Customer Resolution Specialist is responsible for high-level customer service, researching and resolving escalated customer complaints through various communication channels.

Financial ServicesInsuranceProperty InsuranceReal EstateReal Estate Investment

Responsibilities

Point of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research

Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to provide customer resolution

Identifies emerging trends and notifies leaders

Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries

Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates

Maintain and create logs, records, and files. Acts as a resource for information

May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met

May provide training/product demonstrations. Customize to meet customer’s needs/ applications

Other duties as assigned

Qualification

Customer ServiceResearch SkillsProblem-SolvingMS OfficeWritten CommunicationDiplomaticTime ManagementInterpersonal SkillsAdaptabilityConflict ResolutionCollaborationNegotiationDecision MakingOpen-MindednessPersuasionCritical Thinking

Required

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

Requires 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 system or other relevant applications

Diplomatic