Customer Resolution Specialist

🔥 3 minutes ago

🌴 South Carolina – Remote

🌴 South Carolina – Remote

💵 $21 - $28 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Provide high-level customer service and research and resolve customer escalations through phone, email, and written communications • Assess customer complaints and troubleshoot to provide resolutions • Determine and coordinate with the appropriate business area or department to close complaints or issues • Maintain documentation of escalations and customer contact • Respond to escalated inquiries, complaints, and standard requests for information or research • Interact with customers at all escalation levels, including inbound and outbound calls, to provide acknowledgment and inquiry status • Identify emerging trends and notify leaders • Provide written and verbal responses to customer inquiries • Compose letters and emails summarizing key points from inquiries • Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates • Maintain and create logs, records, and files; act as an information resource • May perform customer setup, onboarding, and installations, including ordering and installing equipment and testing customer needs • May provide training and product demonstrations customized to customer needs and applications • Perform 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 • Extensive knowledge of the company’s products and services • Excellent organization skills, strong time management, and 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 customer-friendly written and verbal formats • Strong knowledge of computerized data entry systems or other relevant applications • Diplomatic

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 401(k) • PTO/paid sick leave • Employee stock purchase plan • Inclusive, people-first workplace culture • Equal opportunity employment

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