Customer Resolution Specialist

What We Do
The Customer Resolution Specialist is responsible for providing high‑level customer service and focuses on researching and resolving customer escalations through phone, e‑mail and/or written communications. The role involves assessing customer complaints, troubleshooting issues, coordinating with other business areas, documenting escalation and customer contact, and ensuring the customer’s voice is heard and thoroughly addressed. There is no client/account management responsibility.

What You’ll Do

Serve as the point of escalation, researching and responding to escalated inquiries and complaints from customers, and handling standard requests for information or research.

Interact with customers at all levels of escalation to provide acknowledgment and inquiry status, including inbound and outbound calls, and troubleshoot to provide customer resolution.

Identify emerging trends and notify leaders.

Provide written and verbal responses to customer inquiries, composing letters and e‑mails to summarize key points.

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

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

May perform customer setup, onboarding, and installations, ordering and installing necessary equipment and testing to ensure customer needs are met.

May provide training and product demonstrations, customizing to meet customer needs and 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 or complaints in a related field, 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 findings into a customer‑friendly letter and/or verbally to the customer.

Strong knowledge of computerized data‑entry systems or other relevant applications.

Diplomatic.

Candidates selected for employment will be required to successfully complete a background check, credit check, and drug screening as a condition of employment, where permitted by applicable law.

What We Offer
Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401(k), PTO/paid sick leave, and an employee stock purchase plan.

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