Customer Success & Resolution Specialist

The Planet Group; Framingham (MA); On-site; USD 40,000 - 60,000; Full time

Job summary

The Planet Group is seeking a customer service professional in Framingham, MA to respond to inquiries, resolve issues, and document interactions in our tracking system. You will work with district and home-office teams to address questions and escalate when necessary, while maintaining brand standards and a high level of customer satisfaction.

You will multitask in a fast-paced setting, supporting social media moderation guidelines and contributing to special projects as needed.

Qualifications

• Strong conflict management and problem-solving skills.
• Excellent verbal and written communication abilities.
• Proficient with email, Word and Excel.

Responsibilities

• Respond accurately and promptly to all forms of customer communication.
• Resolve difficult and sensitive customer issues in an objective and timely manner.
• Communicate with District Managers, Store Managers and Home Office to resolve problems and answer questions.
• Document customers and store information in the customer tracking system and provide continuous updates until resolution.
• Promote a positive company image in support of Customer Service objectives and mission statement.
• Make sound judgments aligned with brand, escalation and social media policies for related issues.
• Multitask in a fast-paced environment while moderating a high volume of inbound/outbound content.
• Assist with special projects/duties as assigned.

Skills

Conflict management

Analytical/problem solving

Organizational skills

Prioritizing/time management

Flexibility

Multi-tasking

Verbal/written communication

PC knowledge (email, Word, Excel)

Typing skills

Social media moderation

Emotion management

Teamwork

Tools

Word

Excel

Job description

The Planet Group is seeking a customer service professional in Framingham, MA to respond to inquiries, resolve issues, and document interactions in our tracking system. You will work with district and home-office teams to address questions and escalate when necessary, while maintaining brand standards and a high level of customer satisfaction.

You will multitask in a fast-paced setting, supporting social media moderation guidelines and contributing to special projects as needed.