Customer Resolutions Agent

Domestic & General Group; Northern (KY); Hybrid; USD 26,000 - 34,000; Full time

Job summary

Domestic & General is seeking a Customer Resolutions Agent to join our US Contact Centre remotely. You will handle escalations, resolve complaints, manage cases, and help maintain service levels while protecting the customer experience.

The role emphasizes empathy, clear communication, and the ability to work autonomously in a fast‑paced environment. Prior complaint handling experience and proficiency with Word, Excel, and PowerPoint are valued.

Qualifications

• Experience in resolving complaints and handling escalations.
• Ability to make sound decisions under pressure.
• Capable of working independently with high accuracy.
• Strong customer service orientation and communication skills.
• Proficiency with MS Word, Excel, and PowerPoint.

Responsibilities

• Ensure positive outcomes for escalations, complaints, service requests, and product replacements.
• Be the voice of the customer, listening with empathy and acknowledging concerns.
• Adhere to KPI expectations defined by leadership to meet customer outcomes.

Skills

Complaint handling

Decision making under pressure

Autonomous work

Attention to detail

Customer service

Microsoft Office

Tools

Word

Excel

PowerPoint

Job description

Customer Resolutions Agent Location: Remote – Anywhere in the United States Salary: $22.00 per hour Contract: Full Time, 40 hours per week Protecting appliances. Supporting customers. Solving problems with confidence. We have a great opportunity for a Customer Resolutions Agent to join our US Contact Centre This position is customer facing and can impact customer retention by providing world class service when a repair journey has fallen short of standards. This role is vital in both maintaining and exceeding established service SLAs for warranty support. The agent is essential to ensuring customer satisfaction while adhering to financial responsibilities of the plan T&Cs.

About You

• Prior experience in a customer resolutions or complaints handling role, with strong proven complaints handling experience
• Confidence in decision‑making, under pressure
• Ability to work autonomously
• High attention to detail and accuracy
• A passion to deliver a first‑class customer service
• Enthusiasm for working in a fast‑paced environment
• Excellent communication skills
• Strong Microsoft Office experience with Word, Excel and Powerpoint
• Great team spirit and company culture!

The Role

This role is responsible for working closely with our customers and provides resolutions to include case management, complaints, service repairs and claims, accidental damage/accessories and product replacements As a skilled customer service resolutions agent, you’ll always make sure that the customer’s interest comes first. You understand the customer’s perspective and have a natural ability to build a strong rapport. The most successful agents champion the customer voice and pride themselves on customer satisfaction.

What You’ll Do

• Ensure positive customer outcomes for escalations, complaints, service requests, product replacements
• Be the voice of the customer by listening with empathy and acknowledging concerns
• Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and customer outcomes are met

The culture at Domestic at General is creative, fast‑moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth.

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey. At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

For over 100 years, Domestic & General has been a trusted provider of aftercare for domestic appliances for over 16 million customers. You'll have tailored support and training throughout your time at Domestic & General, allowing clear career progression in the direction you choose. We're transforming a 100‑year‑old business into a tech‑driven platform with a global reach. But to do that, we'll need a range of skills from all walks of life. Think you can help?