Customer Escalations & Resolution Specialist

First American; Fort Mill (SC); À distance; USD 29 000 - 39 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision plan

401k

PTO

Résumé du poste

First American, located in Fort Mill, SC, seeks a Customer Resolution Specialist to research and resolve escalations via phone, email, or written communications. The role focuses on assessing complaints and coordinating with relevant departments to close issues while ensuring documentation and follow-up are thorough.

The candidate will manage case inventories, produce written communications, and maintain logs.

Qualifications

• High School diploma or equivalent required.
• Generally has 5+ years of related experience.
• Experience supporting customer escalations and/or written interactions/complaints in a related field/industry preferred.

Responsabilités

• Point of escalation. Research and respond to escalated inquiries and complaints from customers.
• Interacts with customers on all levels of escalation to provide acknowledgment and inquiry status.
• Identifies emerging trends and notifies leaders.
• Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication.
• Manages an inventory/pipeline of assigned cases and maintains compliance with critical dates.
• Maintains and creates logs, records, and files. Acts as a resource for information.
• May perform customer setup, onboarding, and installations. Arranges equipment and tests to meet customer needs.
• May provide training/product demonstrations. Customizes to meet customer requirements.
• Other duties as assigned

Connaissances

Customer service

Active listening

Written communication

Research

Problem-solving

Time management

Attention to detail

Collaboration

Negotiation

Formation

High School diploma or equivalent

Outils

MS Office

Description du poste

First American, located in Fort Mill, SC, seeks a Customer Resolution Specialist to research and resolve escalations via phone, email, or written communications. The role focuses on assessing complaints and coordinating with relevant departments to close issues while ensuring documentation and follow-up are thorough.

The candidate will manage case inventories, produce written communications, and maintain logs.