27 applicants

Company

First American · 3 hours ago

Customer Resolutions Specialist (Remote)

USA, North Carolina, Remote

Full-time

Remote

Mid, Senior Level

$20.70/hr - $34.50/hr

5+ years exp

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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.

Issues are typically non-routine and require deviation from standard screens, scripts, and procedures.

Handles situations which may require adaptation of response or extensive research according to customer response.

Works under general supervision

Follows established company/department guidelines/procedures and regularly makes recommendations to department policies and procedures.

Errors may be difficult to detect and would normally result in loss of time or customer dissatisfaction.

Other duties as assigned

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

MS OfficeData entry systemsDiplomaticOpen-mindedness

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