Senior Customer Escalation and Resolution Specialist

First American Financial Corporation; United States; Remote; USD 29,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

401k plan

PTO and sick leave

Stock purchase plan

Job summary

First American Financial Corporation is hiring a Customer Resolution Specialist to provide high-level service, researching and resolving escalations via phone, email, and written communications. You will assess complaints, coordinate with the right business areas, and maintain thorough documentation to ensure customer satisfaction and closure.

The role emphasizes precise written responses, timely status updates, and a proactive approach to identify trends while supporting customers through

Qualifications

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

Responsibilities

• Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research.
• Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to provide customer resolution.
• Identifies emerging trends and notifies leaders.
• Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries.
• Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates.
• Maintain and create logs, records, and files. Acts as a resource for information.
• May perform customer setup, onboarding, and installations. Order and install necessary equipment.

Skills

Customer service

Research skills

MS Office

Communication skills

Time management

Problem solving

Diplomacy

Data entry systems

Education

High School diploma

Tools

Data entry systems

MS Office

Job description

First American Financial Corporation is hiring a Customer Resolution Specialist to provide high-level service, researching and resolving escalations via phone, email, and written communications. You will assess complaints, coordinate with the right business areas, and maintain thorough documentation to ensure customer satisfaction and closure.

The role emphasizes precise written responses, timely status updates, and a proactive approach to identify trends while supporting customers through