Senior Escalation & Resolution Specialist

First American; Fort Mill (SC); On-site; USD 51,000 - 68,000; Full time

Benefits offered by this job

401k

PTO/paid sick leave

Employee stock purchase plan

Job summary

First American in Fort Mill, SC is seeking a Customer Resolution Specialist to deliver high-level service, research escalations, and resolve customer issues across channels. The role requires strong written and verbal communication, meticulous documentation, and a proactive approach to problem-solving.

Key responsibilities include managing an escalation pipeline, coordinating with business areas for closure, and ensuring timely responses while maintaining compliance with critical dates.

Qualifications

• High School diploma or equivalent.
• 5+ years of related experience.
• Experience handling customer escalations and written interactions.

Responsibilities

• Point of escalation for customer inquiries and complaints.
• Research and respond to escalated inquiries and complaints from customers.
• Provide written and verbal responses to customer inquiries.
• Maintain logs and records of assigned cases and critical dates.
• May perform customer setup, onboarding, and installations.

Skills

Organizational skills

Research skills

Customer service

MS Office

Written communication

Verbal communication

Problem solving

Education

High School diploma

Job description

First American in Fort Mill, SC is seeking a Customer Resolution Specialist to deliver high-level service, research escalations, and resolve customer issues across channels. The role requires strong written and verbal communication, meticulous documentation, and a proactive approach to problem-solving.

Key responsibilities include managing an escalation pipeline, coordinating with business areas for closure, and ensuring timely responses while maintaining compliance with critical dates.