[Hiring] Customer Resolution Specialist @First American

Role Description

The Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications.

• Assess customer complaints.
• Research and troubleshoot to provide resolution for customer.
• Determine and coordinate with business area or department needed for closure of complaint or issue.
• Maintain documentation of escalation and customer contact.
• Ensures the customer’s voice is heard and that issues are thoroughly researched and addressed.
• Does not have assigned clients/account management responsibility.

HOW YOU’LL CONTRIBUTE:

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave.
• Employee stock purchase plan.