Senior Customer Resolution Specialist: Escalations

First American; United States; Remote; USD 2,926,000 - 3,899,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

Stock purchase plan

PTO / paid time off

Job summary

First American is seeking a Customer Resolution Specialist to research and resolve escalated customer inquiries via phone, email, and written communications. You will coordinate with business areas to close issues and maintain thorough escalation documentation.

The role emphasizes precise written responses, timely updates to customers, and maintaining logs of all cases while ensuring compliance with critical dates. Background in customer service is essential.

Qualifications

• High School diploma or equivalent required.
• Typically 5+ years of related experience.
• Experience supporting customer escalations and/or written interactions/complaints in a related field/industry.
• Extensive knowledge of the company’s products and services.
• Excellent organization skills, strong time management, and the ability to meet deadlines.
• Strong research and problem-solving skills.
• Customer service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
• Strong knowledge of computerized data entry systems or other relevant applications.
• Diplomatic.

Responsibilities

• Point of escalation. Research and respond to escalated inquiries and complaints from customers.
• Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls.
• Identify emerging trends and notify leaders.
• Provide written and verbal responses to customer inquiries; compose letters and emails to summarize key points.
• Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates.
• Maintain and create logs, records, and files; act as a resource for information.
• May perform customer setup, onboarding, and installations; test to ensure needs are met.
• May provide training/product demonstrations; tailor to meet customer needs.
• Other duties as assigned

Skills

Customer service

Written communication

Active listening

Problem solving

Time management

Conflict resolution

Negotiation

Decision making

Interpersonal communication

MS Office

Education

High School diploma or equivalent

Tools

MS Office

Job description

First American is seeking a Customer Resolution Specialist to research and resolve escalated customer inquiries via phone, email, and written communications. You will coordinate with business areas to close issues and maintain thorough escalation documentation.

The role emphasizes precise written responses, timely updates to customers, and maintaining logs of all cases while ensuring compliance with critical dates. Background in customer service is essential.