Customer Service | Resolution Specialist

Customer Service | Customer Account Resolution Specialist Location: Franklin, Franklin, TN, US Salary: $50,000.00 annually Elevate your career with a 2020 INC 500 company offering a competitive salary + 401k match + health benefits + extra paid time off, and more! Wesley Financial Group is hiring for the Customer Service | Customer Account Resolution Specialist position at a starting salary of $50k + additional earning incentives. What is a Customer Service | Resolution Specialist? Think of yourself as your client's champion. As a Resolution Specialist at Wesley Financial Group, you'll walk alongside clients through every step of the timeshare cancellation process — setting expectations, building strategy, and making sure they never feel like they’re navigating it alone. Your mission is simple: deliver an exceptional experience from start to finish while guiding each case toward a successful resolution. Important: This is an in‑office position at our Franklin, TN headquarters. Candidates must live within 60 miles of Franklin, TN. What You'll Do Be your client's advocate — Actively guide clients through the timeshare termination process, keeping communication clear and expectations realistic at every stage. Make the complex feel simple — Ensure clients fully understand each step and action being taken on their behalf throughout the dispute. Build tailored strategies — Draft client‑specific action plans designed to move each case toward successful timeshare ownership termination. Keep response times tight — Reply to all client communication within department standards, and address every piece of client feedback within 24 hours with updates posted through chatter threads. Maintain pristine records — Keep all client files in Salesforce accurate, current, and thoroughly documented. Communicate with consistency and professionalism — Whether it’s email, phone, or mail, every touchpoint should reflect the same polished, caring standard. Elevate the team around you — Help foster a culture of accountability, efficiency, idea sharing, and a “we can always be better” mindset. Stay ahead of the industry — Be a go‑to resource for timeshare industry updates, trends, and general knowledge. Jump in wherever you’re needed — No task is beneath you; if something needs doing, you’re ready to help. What You Bring 2+ years of standout customer service and account management experience — this is a must. Exceptional organizational skills — You keep everything in order without being reminded. Sharp problem‑solving instincts — When a challenge shows up, you don’t freeze; you figure it out. A results‑driven approach — You measure success by outcomes and hold yourself to a high bar. Attention to detail that doesn’t quit — Accuracy matters to you, every single time. Flexibility and adaptability — You’re energized by change, not threatened by it. Integrity that stands on its own — You do the right thing even when nobody’s watching. A collaborative, team‑first mindset — You make the people around you better. Strong work ethic and efficiency — You know how to work hard and work smart. Preferred Experience Salesforce — Familiarity with managing client records and workflows. Customer Service — A background in client‑facing roles where experience mattered. Google Workspace / Microsoft Office — Comfortable working across everyday business tools. Benefits for New Employees A MacBook for your work tasks. A weekly pay schedule. A 401k program that includes a company match. An employer‑funded Health Savings Account (HSA) along with comprehensive Medical, Dental, and Vision Insurance. 9 paid holidays. Access to our office’s health and wellness facilities such as the fitness center and natural courtyard. A unique culture featuring food trucks, lounge areas, and occasional foosball tournaments. Continuous coaching from industry professionals. Monday - Thursday, 9am - 5pm and Friday, 9am - 3pm. Fridays are earned work‑from‑home days. Wesley is an Equal Opportunity Employer. We verify employment eligibility for all new hires using E‑Verify. #J-18808-Ljbffr