Customer Resolution Specialist

🕒 July 15

🌴 South Carolina – Remote

🌴 South Carolina – Remote

💵 $21 - $28 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

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First American

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1889

🏠 Real Estate

💸 Finance

🏢 Enterprise

Real Estate • Finance • Enterprise

First American is a historical company that has been operating since 1889, evolving into a $9 billion organization with over 20,000 employees and more than 700 offices worldwide. The company provides a range of products and services that assist homebuyers, sellers, businesses, and investors in the real estate market. With a strong focus on employee engagement and culture, First American emphasizes innovation, technology, and community involvement, driving transformation within the real estate industry.

📋 Description

• 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 • Troubleshoots to provide customer resolution • Identifies emerging trends and notifies leaders • Provides written and verbal responses to customer inquiries • Compose letters and emails to summarize key points from inquiries • Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates • Maintain and create 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. • Other duties as assigned

🎯 Requirements

• 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

🏖️ Benefits

• medical • dental • vision • 401k • PTO/paid sick leave • employee stock purchase plan