Customer Resolution Specialist - ServiceMac

About the role

The Customer Resolution Specialist at ServiceMac is responsible for providing high-level customer service and resolving escalated customer inquiries and complaints through various communication channels. This role involves researching and troubleshooting issues, coordinating with departments for issue closure, maintaining documentation, and ensuring customer concerns are thoroughly addressed.

Responsibilities

• Point of escalation for customer inquiries and complaints
• Research and respond to escalated inquiries and complaints via phone, email, and written communications
• Interact with customers at all levels of escalation to provide acknowledgment and inquiry status, including inbound and outbound calls
• Troubleshoot to resolve customer issues
• Identify emerging trends and notify relevant leaders
• Compose and deliver written responses to customer inquiries
• Maintain and update case inventories and logs, creating and managing records and files
• Provide information as a resource and assist with customer setup, onboarding, and installations
• May perform training and product demonstrations as needed

Requirements

High school diploma or equivalent required. Prior experience supporting customer escalations and/or written interactions/complaints in a related field, product, or service is preferred. Extensive knowledge of the company’s products and services is essential. Strong organizational, time management, and deadline meeting skills are required. Excellent interpersonal and communication skills (verbal and written) are necessary, along with strong research and problem-solving abilities. Strong MS Office skills are expected, and candidates should be comfortable with computerized data entry systems or relevant applications.

Skills

• Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, and persuasion
• Strong research and problem-solving skills
• Excellent organization and time management skills
• Strong MS Office skills
• Comfortable and precise with written communication
• Knowledge of computerized data entry systems or other relevant applications

Benefits

ServiceMac offers a comprehensive benefits package including medical, dental, vision, 401k, paid sick leave, and an employee stock purchase plan. The company is committed to fostering an inclusive environment and provides an equal opportunity employment policy. Employees are encouraged to bring their whole, unique selves to work.