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 tot his job Apply To this Job