Customer Resolution Specialist - REMOTE

firstam; United States; Remote; USD 29,000 - 39,000; Full time

Benefits offered by this job

Medical coverage

Dental and vision coverage

401(k)

Employee stock purchase plan

Job summary

firstam is seeking a Customer Escalation Specialist to research and resolve customer complaints via phone, email, and written correspondence. The role involves managing a pipeline of cases, coordinating with teams, and providing timely status updates while investigations are conducted.

Your strong communication, research, and problem-solving skills will help you turn complex information into clear, customer-friendly explanations.

Qualifications

• High school diploma or equivalent.
• At least five years of related experience including customer escalations or complaint handling.
• Strong research, problem-solving, organization, and time-management skills.
• Excellent written and verbal communication, including turning research into customer-friendly letters.
• Proficiency with Microsoft Office and computerized data-entry or related business systems.

Responsibilities

• Review escalated complaints and information requests, research the facts, and provide clear responses.
• Acknowledge customer concerns, share status updates, and handle inbound and outbound calls as needed.
• Troubleshoot issues and coordinate with the relevant business areas to reach resolution.
• Maintain accurate case notes, contact records, logs, and deadlines across an assigned case inventory.
• Identify recurring issues and alert team leaders to emerging trends.
• When needed, assist with customer setup, onboarding, equipment installation, testing, or product demonstrations.

Skills

Customer service

Escalation handling

Research

Communication

Time management

Education

High School Diploma

Tools

Microsoft Office

Job description

Role overview

Research and resolve customer complaints and escalated service issues through phone, email, and written correspondence. The role involves managing a pipeline of cases, coordinating with the teams best placed to address each issue, and keeping customers informed while their concerns are investigated.

Responsibilities

• Review escalated complaints and information requests, research the facts, and provide clear responses.
• Acknowledge customer concerns, share status updates, and handle inbound and outbound calls as needed.
• Troubleshoot issues and coordinate with the relevant business areas to reach resolution.
• Maintain accurate case notes, contact records, logs, and deadlines across an assigned case inventory.
• Identify recurring issues and alert team leaders to emerging trends.
• When needed, assist with customer setup, onboarding, equipment installation, testing, or product demonstrations.

Requirements

• High school diploma or equivalent.
• At least five years of related experience, including customer escalations or complaint handling in a related field.
• Strong research, problem‑solving, organization, and time‑management skills, with the ability to meet critical dates.
• Excellent written and verbal communication, including the ability to turn research into customer‑friendly letters and explanations.
• Strong customer service judgment, active listening, diplomacy, and conflict‑resolution skills.
• Proficiency with Microsoft Office and computerized data‑entry or related business systems.

Benefits and work setup

• Listed pay range is $21.24–$28.31 per hour.
• Eligible employees may receive medical, dental, and vision coverage, 401(k), paid time off and sick leave, and an employee stock purchase plan.