Senior Customer Resolution Specialist

Service Experts; Texas; On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Medical, dental and vision insurance

401(k) retirement with company match

Life and disability insurance

Training opportunities

Career development

Job summary

Service Experts is seeking a Customer Resolution Specialist in Texas to handle escalated customer service requests, priority bookings, and billing inquiries with professionalism. You will support contact center agents across Service Experts products and programs.

The role requires resolving complaints to SLA targets, explaining program benefits, retaining transfer-eligible accounts, and coordinating with back-office teams on contract transfers and data accuracy.

Qualifications

• High school diploma with at least 3 years in advanced customer service or complaint resolution.
• Ability to de-escalate and reach mutual resolutions.
• Ability to learn company processes and follow procedures.
• Strong organizational and detail orientation.
• Excellent written and verbal customer service skills.

Responsibilities

• Receive and mitigate customer complaints to full completion within defined service level targets.
• Resolves problems by clarifying issues, researching, exploring alternative solutions and implementing the solution.
• Explain features and benefits of the Advantage program and other Service Experts programs to customers.
• Retain customer accounts that qualify for a transfer to a new home-owner and follow up on completions of contract transfers.
• Calculate and present to customers the early termination amount, facilitate negotiations, obtain approvals, and communicate with the customer throughout the process.
• Work with the back-office team to complete contract transfers and customer information updates.
• Protects the integrity of data per company and General Accounting Practices.
• Collaborate with center leadership to provide priority dispatch to Advantage customers and emergencies.
• Use retention strategies via phone and email to reduce early terminations.
• Process all received payments and refunds per protocol.
• Regularly communicate with leadership about trends or opportunities.
• Represent the company professionally and ethically in all business matters.
• Other duties as assigned.

Skills

Customer service

De-escalation

Complaint resolution

Retention strategies

Communication skills

Team collaboration

Multitasking

Data confidentiality

CRM systems

Microsoft Word

Outlook

Education

High School Diploma/GED

Tools

CRM systems

Microsoft Word

Outlook

Job description

Service Experts is seeking a Customer Resolution Specialist in Texas to handle escalated customer service requests, priority bookings, and billing inquiries with professionalism. You will support contact center agents across Service Experts products and programs.

The role requires resolving complaints to SLA targets, explaining program benefits, retaining transfer-eligible accounts, and coordinating with back-office teams on contract transfers and data accuracy.