Customer Resolution Specialist

Customer Resolution Specialist

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.
WHAT YOU'LL DO
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
WHAT YOU'LL BRING
KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
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
Pay Range: $23.37 - $31.15 Hourly, RemoteThis hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.