Senior Customer Resolution Specialist

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

📋 Description

• Act as a primary point of escalation for customer inquiries and complaints.

• Investigate and address escalated inquiries and complaints, along with standard information or research requests.

• Engage with customers through both inbound and outbound calls to acknowledge inquiries, provide updates on status, troubleshoot issues, and deliver resolutions.

• Identify emerging trends and alert leadership accordingly.

• Provide both written and verbal responses to customer inquiries.

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

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

• Create and maintain logs, records, and files systematically.

• Serve as a resource for information dissemination.

• May assist with customer setup, onboarding, and installations.

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

• May provide training and demonstrations of products.

• Tailor solutions to meet specific customer needs and applications.

• Perform additional duties as assigned.

⛳️ Requirements

• 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 within a related field, product, or service.

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

• Exceptional organizational skills and robust time management abilities.

• Capability to meet tight 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.

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

• Ability to research topics and communicate findings in a customer-friendly manner, either through letters or verbal communication.

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

• Diplomatic in approach.

🏝️ Benefits

• Medical, dental, and vision benefits.

• 401k plan.

• Paid time off (PTO) and paid sick leave.

• Employee stock purchase plan.

• An inclusive, people-first workplace culture.

• Equal opportunity employer.