Resolution Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for customers facing delivery issues, rescheduling, or service disruptions.

• Proactively reach out to customers to discuss service problems, coordinate new delivery arrangements, and set clear expectations.

• Handle escalated customer inquiries via phone.

• Assist field technicians, logistics partners, and customer service teams by facilitating information sharing and resolution strategies.

• Analyze customer feedback and satisfaction surveys to pinpoint unresolved issues and initiate proactive outreach.

• Gather and document information from internal partners to aid in resolving issues.

• Engage with customers through phone, email, and case management tools.

• Track case progress and ensure that follow-up actions are performed within set service levels.

• Record customer insights and common themes for discussions on continuous improvement.

• Implement defined retention strategies and maintain communication with customers until resolutions are reached, including follow-ups during the first 100 nights after a cancellation is prevented.

⛳️ Requirements

• At least two years of experience in customer service or resolution, including handling escalated or complex issues.

• A combination of education and relevant customer-facing experience may also be acceptable.

• Strong verbal and written communication abilities.

• Capability to manage multiple cases simultaneously, effectively prioritize tasks, and meet service expectations in a dynamic environment.

• Familiarity with customer support systems and standard office software applications.

• A dedicated, safe, and reliable workspace suitable for sustained use of standard office equipment.

• Availability for Second Shift hours (11:30am-8:00pm CT) with occasional rotational weekend support.

• Ability to complete a four-week training program, from 8:00am-4:30pm CT, Monday through Friday.

🏝️ Benefits

• Medical insurance

• Pharmacy insurance

• Dental insurance

• Life insurance

• Disability insurance

• 401(k)

• Paid time off

• Additional resources to support emotional, financial, career, community, and physical wellbeing

• A dedicated, safe, and reliable workspace arrangement