Customer Resolution Specialist

This is a fully remote position, open to applicants in South Carolina.

📋 Description

• Conduct research and address escalated customer inquiries and complaints.

• Handle standard requests for information or conduct research as needed.

• Engage with customers across all levels of escalation through both inbound and outbound calls.

• Diagnose issues and deliver resolutions to customers.

• Recognize emerging trends and communicate them to leadership.

• Provide both written and verbal responses to customer inquiries.

• Draft letters and emails summarizing key aspects of inquiries.

• Manage an inventory/pipeline of assigned cases while adhering to critical deadlines.

• Create and uphold logs, records, and files.

• Serve as a resource for information.

• Execute customer setup, onboarding, and installations as necessary.

• Order and set up essential equipment, ensuring customer needs are adequately met.

• Provide training and product demonstrations as required.

• Collaborate with various business areas or departments to resolve complaints or issues.

• Maintain documentation for escalations and customer interactions.

• Undertake additional duties as assigned.

⛳️ Requirements

• High School diploma or equivalent is mandatory.

• Typically requires 5+ years of related experience.

• Prior experience in supporting customer escalations and/or handling written interactions/complaints in a related field, industry, product, or service is essential.

• Comprehensive knowledge of the company's products and services.

• Excellent organizational skills, strong time management abilities, and a commitment to meeting deadlines.

• Strong research and problem-solving capabilities.

• Customer service skills encompassing active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.

• Proficient in MS Office applications.

• Exceptional interpersonal and communication skills, both verbal and written.

• Ability to research information and communicate findings in a customer-friendly manner, whether in writing or verbally.

• Strong familiarity with computerized data entry systems or other relevant applications.

• Successful completion of background checks, credit checks, and drug screenings, as permitted by applicable law.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan.

• PTO/paid sick leave.

• Employee stock purchase plan.

• An inclusive, people-first workplace culture.

• Commitment to equal opportunity employment.