Customer Resolution Specialist - ServiceMac

What We Do

The Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications. Assess customer complaints. Research and troubleshoot to provide resolution for customer. Determine and coordinate with business area or department needed for closure of complaint or issue. Maintain documentation of escalation and customer contact. Ensures the customer’s voice is heard and that issues are thoroughly researched and addressed.

What You'll Do

• 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.
• Manages an inventory/pipeline of assigned cases and maintains compliance with critical dates.
• Maintains and creates 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.

What You’ll Bring

• KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
• 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
• 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