Sr. Customer Resolution Specialist

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. They assess customer complaints, research and troubleshoot to provide resolution, coordinate with business areas or departments for closure, and maintain documentation of escalations and customer contact. They ensure the customer’s voice is heard and issues are thoroughly researched and addressed. This role does not have assigned client/account management responsibility.

HOW YOU’LL CONTRIBUTE

Point of escalation: research and respond to escalated inquiries and complaints from customers, also respond to standard requests for information or research. Interact with customers on all levels of escalation to provide acknowledgment and inquiry status, including inbound and outbound calls, and troubleshoot to provide resolution. Identify emerging trends and notify leaders. Provide written and verbal responses to customer inquiries; compose letters and emails summarizing key points. Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates. Maintain and create logs, records, and files; act as a resource for information. May perform customer setup, onboarding, and installations, order and install necessary equipment, and test to ensure customer needs are met. May provide training/product demonstrations customized to meet customer needs and 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 or 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 findings in a customer‑friendly letter and/or verbally. Strong knowledge of computerized data entry systems 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.

SUPERVISION RECEIVED OR EXTENDED

No responsibility for the supervision of others. What We Offer 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, 401(k), PTO/paid sick leave and an employee stock purchase plan. #J-18808-Ljbffr First American Financial Corp.