Customer Resolution Specialist

Who We Are

ServiceMac is a new sub‑servicing entity backed by leading practitioners of the mortgage servicing industry. We focus on technology, products, and services for the mortgage and real estate sectors, delivering personalized solutions that enhance security, compliance, customer satisfaction, and profitability.
Position Summary

The Customer Resolution Specialist provides high‑level customer service by researching and resolving escalated customer inquiries through phone, email, and written communications. The role is focused on addressing complaints, coordinating with business areas for closure, and maintaining accurate documentation of all escalations.
Responsibilities

Serve as the first point of escalation for customer complaints and inquiries.
Research and respond to escalated inquiries and complaints via phone, email, and written communication.
Interact with customers on all levels of escalation, providing acknowledgment and status updates.
Conduct troubleshooting to deliver customer resolution and identify emerging trends.
Compose written responses, including letters and emails, summarizing key points from inquiries.
Maintain an inventory/pipeline of assigned cases and ensure compliance with critical dates.
Create and maintain logs, records, and files related to escalations.
Act as an information resource, supporting customers with setup, onboarding, installations, and equipment testing.
Provide training or product demonstrations as needed.
Perform any additional duties as assigned.
Qualifications

High school diploma or equivalent required.
Generally has 5+ years of related experience in customer service or a related field.
Prior experience supporting customer escalations and/or written interactions/complaints in a related industry, product, or service.
Extensive knowledge of the company’s products and services.
Excellent organizational and time‑management skills with 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.
Proficiency with MS Office and computerized data‑entry systems.
Excellent interpersonal and communication skills (verbal and written).
Ability to research information and communicate findings in a customer‑friendly manner.
Background check, credit check, and drug screening required where permitted by applicable law.
Salary and Work Environment

Hourly pay range: $23.37 - $31.15.
Remote position. Hourly rate at the time of posting.
Benefits

Medical, dental, and vision coverage.
401(k) plan with company match.
Paid time off and sick leave.
Employee Stock Purchase Plan.
Equal Employment Opportunity

First American is an equal opportunity employer in every sense of the term.

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