Customer Resolutions Specialist (Remote)
About the position
Responsibilities
• Act as a point of escalation for customer inquiries and complaints.
• Research and respond to escalated customer inquiries via phone, email, and written communication.
• Interact with customers to provide acknowledgment and status updates on inquiries.
• Troubleshoot customer issues to provide effective resolutions.
• Identify emerging trends in customer complaints and notify leadership.
• Provide written and verbal responses to customer inquiries, ensuring clarity and professionalism.
• Manage an inventory of assigned cases while maintaining compliance with critical deadlines.
• Maintain logs, records, and files related to customer interactions.
• May assist with customer setup, onboarding, and installations as needed.
• Order and install necessary equipment to meet customer needs.
• Test solutions to ensure customer satisfaction and needs are met.
• May provide training and product demonstrations to customers.
• Adapt responses and procedures based on unique customer situations and issues.
Requirements
• High School diploma or equivalent required.
• Generally has 5+ years of related experience.
• Prior experience supporting customer escalations and written interactions in a related field.
Nice-to-haves
• Extensive knowledge of the company's products and services.
• Strong organizational skills and time management abilities.
• Excellent research and problem-solving skills.
• Customer service skills including active listening and conflict resolution.
• Strong MS Office skills.
• Excellent interpersonal and communication skills.
Benefits
• Medical insurance
• Dental insurance
• Vision insurance
• 401k plan
• Paid time off (PTO) and paid sick leave
• Employee stock purchase plan
Apply Now
Apply Now
Responsibilities
• Act as a point of escalation for customer inquiries and complaints.
• Research and respond to escalated customer inquiries via phone, email, and written communication.
• Interact with customers to provide acknowledgment and status updates on inquiries.
• Troubleshoot customer issues to provide effective resolutions.
• Identify emerging trends in customer complaints and notify leadership.
• Provide written and verbal responses to customer inquiries, ensuring clarity and professionalism.
• Manage an inventory of assigned cases while maintaining compliance with critical deadlines.
• Maintain logs, records, and files related to customer interactions.
• May assist with customer setup, onboarding, and installations as needed.
• Order and install necessary equipment to meet customer needs.
• Test solutions to ensure customer satisfaction and needs are met.
• May provide training and product demonstrations to customers.
• Adapt responses and procedures based on unique customer situations and issues.
Requirements
• High School diploma or equivalent required.
• Generally has 5+ years of related experience.
• Prior experience supporting customer escalations and written interactions in a related field.
Nice-to-haves
• Extensive knowledge of the company's products and services.
• Strong organizational skills and time management abilities.
• Excellent research and problem-solving skills.
• Customer service skills including active listening and conflict resolution.
• Strong MS Office skills.
• Excellent interpersonal and communication skills.
Benefits
• Medical insurance
• Dental insurance
• Vision insurance
• 401k plan
• Paid time off (PTO) and paid sick leave
• Employee stock purchase plan
Apply Now
Apply Now