Customer Resolutions Specialist (Remote)

About the position

The Customer Resolutions Specialist is responsible for providing high-level customer service by researching and resolving customer escalations through various communication channels. This role focuses on assessing customer complaints, troubleshooting issues, and ensuring thorough documentation of escalations while maintaining compliance with company guidelines. The position does not involve direct account management but requires effective communication and problem-solving skills to address customer needs and enhance satisfaction.

Responsibilities

• Serve as the point of escalation for customer inquiries and complaints.
• Research and respond to escalated inquiries and complaints from customers via phone, email, and written communication.
• Interact with customers to provide acknowledgment and status updates on inquiries, including inbound and outbound calls.
• Identify emerging trends in customer issues and notify leadership accordingly.
• Provide written and verbal responses to customer inquiries, ensuring clarity and precision in communication.
• Manage an inventory of assigned cases while maintaining compliance with critical deadlines.
• Maintain and create logs, records, and files related to customer interactions and escalations.
• May assist with customer setup, onboarding, and installations, including ordering and testing necessary equipment.
• Provide training and product demonstrations tailored to customer needs.
• Adapt responses and conduct extensive research for non-routine issues under general supervision.

Requirements

• 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 or industry.

Nice-to-haves

• Extensive knowledge of the company's products and services.
• Excellent organization skills and strong time management abilities.
• 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 in Microsoft Office Suite.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities