Customer Resolutions Agent

Domestic & General; Norwalk (CT); Remote; USD 25,000 - 36,000; Full time

Benefits offered by this job

Remote work

Job summary

Domestic & General seeks a Customer Resolutions Agent for our US Contact Centre. This role is customer facing and aims to uphold service standards during repair journeys, handling escalations, complaints, and claims to drive satisfaction and retention.

You will work remotely from anywhere in the United States, support warranty terms, and contribute to meeting KPIs while providing world-class, empathetic service to customers facing issues with appliances.

Qualifications

• Experience in a customer resolutions or complaints handling role.
• 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.

Responsibilities

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

Skills

Complaint handling

Decision making

Autonomy

Attention to detail

Communication skills

Team spirit

Tools

Microsoft Office

Job description

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.

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.