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.

• Provide responses to standard requests for information or research.

• Engage with customers at all escalation levels, offering acknowledgment and updates on inquiry status.

• Manage both inbound and outbound calls.

• Troubleshoot issues to deliver customer resolutions.

• Identify emerging trends and inform leadership accordingly.

• Offer written and verbal responses to customer inquiries.

• Draft letters and emails that summarize key aspects of inquiries.

• Oversee an inventory/pipeline of assigned cases while ensuring compliance with critical deadlines.

• Maintain and develop logs, records, and files.

• Serve as a resource for information.

• Potentially perform customer setup, onboarding, and installations.

• Order and install necessary equipment, ensuring customer needs are fulfilled.

• May provide training and product demonstrations.

• Tailor solutions to align with customer needs/applications.

• Carry out additional duties as assigned.

⛳️ Requirements

• A high school diploma or equivalent is required.

• Typically possesses 5+ years of relevant experience.

• Previous experience in supporting customer escalations and/or managing written interactions/complaints in a related field, industry, product, or service.

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

• Strong organizational skills and effective time management abilities.

• Capability to meet deadlines.

• Excellent 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.

• Proficient in MS Office.

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

• Ability to research and convey findings in customer-friendly letters or verbally.

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

• Diplomatic in approach.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401k.

• PTO/paid sick leave.

• Employee stock purchase plan.

• Inclusive, people-first workplace culture.

• Equal opportunity employment.