Customer Resolution Specialist - Escalations & Solutions

First American; Fort Mill (SC); Sur place; USD 29 000 - 39 000; Plein temps

Avantages offerts par ce poste

Medical benefits

401k plan

PTO / Paid leave

Résumé du poste

First American’s ServiceMac team seeks a Customer Resolution Specialist to handle escalated inquiries via phone, email, and written correspondence, ensuring timely, accurate resolutions and documented outcomes. You will research issues, coordinate with relevant departments, respond with clear letters and emails, and maintain case logs while meeting critical deadlines.

A background in customer service and problem solving is required.

Qualifications

• High school diploma or equivalent required.
• 5+ years of related experience.
• Experience supporting customer escalations and/or written interactions/complaints in a related field/industry, product, or service.

Responsabilités

• Point of escalation. Research and respond to escalated inquiries and complaints from customers.
• Interact with customers on all levels of escalation to provide acknowledgment and inquiry status; includes inbound and outbound calls.
• Identifies emerging trends and notifies leaders.
• Provides written and verbal responses to customer inquiries; able to compose letters and emails summarizing 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; order and install necessary equipment; test to ensure needs are met.
• May provide training/product demonstrations; customize to meet customer’s needs/applications.
• Other duties as assigned

Connaissances

Product knowledge

Time management

Research skills

Customer service

MS Office

Communication skills

Written communication

Data entry

Diplomacy

Formation

High School diploma or equivalent

Description du poste

First American’s ServiceMac team seeks a Customer Resolution Specialist to handle escalated inquiries via phone, email, and written correspondence, ensuring timely, accurate resolutions and documented outcomes. You will research issues, coordinate with relevant departments, respond with clear letters and emails, and maintain case logs while meeting critical deadlines.

A background in customer service and problem solving is required.