Customer Resolution Specialist

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

📋 Description

• Deliver exceptional customer service while investigating and resolving customer escalations via phone, email, and written communication.

• Evaluate customer complaints and employ troubleshooting techniques to offer effective resolutions.

• Identify and collaborate with the relevant business area or department to address and resolve complaints or issues.

• Keep thorough documentation of escalations and customer interactions.

• Address escalated inquiries, complaints, and standard information requests through research.

• Engage with customers at all levels of escalation, including handling both inbound and outbound calls, to provide acknowledgment and status updates.

• Spot emerging trends and communicate them to leadership.

• Provide detailed written and verbal responses to customer inquiries.

• Draft letters and emails summarizing essential points from customer inquiries.

• Manage a portfolio of assigned cases and ensure compliance with critical deadlines.

• Maintain and generate logs, records, and files, acting as a vital information resource.

• May assist with customer setup, onboarding, and installations, which includes ordering, installing equipment, and assessing customer needs.

• May offer training and product demonstrations tailored to customer requirements and applications.

• Execute other responsibilities as assigned.

⛳️ Requirements

• A High School diploma or equivalent is required.

• Typically requires 5+ years of related experience.

• Previous experience in supporting customer escalations and/or written communications or complaints in a relevant field, product, or service is preferred.

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

• Exceptional organizational skills, strong time management abilities, and the capability to meet deadlines.

• Proficient research and problem-solving skills.

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

• Strong proficiency in MS Office applications.

• Excellent verbal and written interpersonal and communication skills.

• Proven ability to research and convey findings in customer-friendly written and verbal formats.

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

• Diplomatic approach to interactions.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan.

• PTO/paid sick leave.

• Employee stock purchase plan.

• Inclusive, people-first workplace culture.

• Equal opportunity employment.