1d ago
Customer Resolution Specialist (Remote)
Firstam/wd1/firstamericancareers
Firstam/wd1/firstamericancareers is the employer — EngRadar is a job radar, not a recruiter. We track this posting from their own careers page and send you straight there; we never handle applications or CVs.
HOW YOU’LL CONTRIBUTE
- Point of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research
- Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to provide customer resolution.
- Identifies emerging trends and notifies leaders
- Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries
- Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
- Maintain and create logs, records, and files. Acts as a resource for information.
- May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met.
- May provide training/product demonstrations. Customize to meet customer’s needs/ applications.
- Other duties as assigned
WHAT YOU’LL BRING
- Required Education, Experience, Certification/Licensure
- High School diploma or equivalent required
- Generally has 5+ years of related experience
- Prior experience supporting customer escalations and/or written interactions/complaints in a related field / industry, product, or service
KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
- Requires extensive knowledge of the company’s products and services.
- Excellent organization skills, strong time management, and the ability to meet deadlines
- Strong 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.
- Strong MS Office skills
- Excellent interpersonal and communication skills (verbal and written)
- Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer
- Strong knowledge of computerized data entry system or other relevant applications.
- Diplomatic
COMPLEXITIES & IMPACT
- Issues are typically non-routine and require deviation from standard screens, scripts, and procedures.
- Handles situations which may require adaptation of response or extensive research according to customer response.
- Works under general supervision
- Follows established company/department guidelines/procedures and regularly makes recommendations to department policies and procedures.
- Errors may be difficult to detect and would normally result in loss of time or customer dissatisfaction.
This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
What We OfferBy choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
Posted by Firstam/wd1/firstamericancareers on their own careers page — you apply directly, no recruiter in between. View original / apply →