Case Resolution Specialist - Hybrid (Remote Mon/Fri)

Aston Carter; United States; Hybrid; USD 32,000 - 33,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability (short/long-term)

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave (PTO, vacation, sick)

Job summary

Aston Carter is seeking a Case Resolution Specialist to act as a key contact for customers and service providers throughout the claims and service process. You will handle inbound and outbound calls to resolve cases, not a transactional call center role.

The ideal candidate is highly organized, customer-focused, and motivated by problem-solving, with strong communication, attention to detail, and the ability to manage multiple priorities in a dynamic environment.

Qualifications

• 2+ years in customer service, case management, service coordination, or related field.
• Strong verbal and written communication with rapport-building abilities.
• Exceptional organization and ability to manage multiple priorities.
• Strong problem-solving and critical-thinking with effective resolutions.
• High attention to detail in a fast-paced environment.
• Proficiency in Word, Excel, and Outlook.
• Ability to work independently while contributing to a team.
• Strong sense of urgency to resolve concerns efficiently and accurately.
• Excellent follow-up skills and dedication to quality customer experiences.

Responsibilities

• Manage customer and provider cases from intake through final resolution.
• Coordinate repairs and service fulfillment with contractors and customers.
• Provide proactive updates to customers, providers, and internal teams.
• Prioritize urgent and emergency requests to ensure timely resolution.
• Handle inbound and outbound communications via phone and email.
• Research and identify qualified service providers when coverage is limited.
• Build and maintain relationships with contractors, vendors, customers, and teams.
• Review claims to ensure compliance with guidelines and contracts.
• Document all case activities and resolutions in company systems.
• Maintain provider databases and perform data entry to keep records current.
• Dispatch work orders and schedule between customers and providers.
• Follow up on open work orders to drive timely completion.
• Support operations during periods of increased claim volume.
• Assist with provider recruitment, onboarding, and relationship-building.

Skills

Customer service

Case management

Communication

Organization

Problem-solving

Independent work

Urgency

Follow-up

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Aston Carter is seeking a Case Resolution Specialist to act as a key contact for customers and service providers throughout the claims and service process. You will handle inbound and outbound calls to resolve cases, not a transactional call center role.

The ideal candidate is highly organized, customer-focused, and motivated by problem-solving, with strong communication, attention to detail, and the ability to manage multiple priorities in a dynamic environment.