Senior Customer Resolution Specialist

Service Experts; Richardson (TX); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Medical, dental, and vision insurance

401(k) with company matching

Life and disability insurance

Training and career development

Equal opportunity employer

Job summary

Service Experts is seeking a Customer Resolution Specialist to support escalated customer requests, manage priority bookings, and address billing inquiries with the highest level of courtesy. You will collaborate with contact center agents and back-office teams to resolve issues and ensure data accuracy.

The role requires strong de-escalation skills, organization, and experience with CRM tools. Service Experts emphasizes comprehensive benefits and a commitment to accessibility and equal

Qualifications

• High school diploma with at least 3 years of advanced customer service or complaint resolution experience.
• Ability to de-escalate and reach mutual resolution.
• Organized, detail-oriented and able to multitask.
• Experience with CRM and data confidentiality.

Responsibilities

• Handle escalated customer service requests, priority appointment bookings, complaints, and billing inquiries with courtesy.
• Clarify issues, research solutions and implement them.
• Explain Service Experts programs to customers.
• Assist in contract transfer processes and data updates.
• Coordinate with back-office for transfers and payments.
• Provide priority dispatch for Advantage customers and emergencies.
• Use retention strategies to reduce early terminations.
• Communicate trends to leadership.
• Represent company professionally.
• Other duties as assigned.

Skills

Advanced customer service

De-escalation skills

Multitasking

Billing inquiries

Data confidentiality

Education

High school diploma

Tools

CRM Systems

Microsoft Word

Outlook

Job description

Service Experts is seeking a Customer Resolution Specialist to support escalated customer requests, manage priority bookings, and address billing inquiries with the highest level of courtesy. You will collaborate with contact center agents and back-office teams to resolve issues and ensure data accuracy.

The role requires strong de-escalation skills, organization, and experience with CRM tools. Service Experts emphasizes comprehensive benefits and a commitment to accessibility and equal