Customer Resolution Specialist - REMOTE

Role overview Research and resolve customer complaints and escalated service issues through phone, email, and written correspondence. The role involves managing a pipeline of cases, coordinating with the teams best placed to address each issue, and keeping customers informed while their concerns are investigated.

Responsibilities - Review escalated complaints and information requests, research the facts, and provide clear responses. - Acknowledge customer concerns, share status updates, and handle inbound and outbound calls as needed. - Troubleshoot issues and coordinate with the relevant business areas to reach resolution. - Maintain accurate case notes, contact records, logs, and deadlines across an assigned case inventory. - Identify recurring issues and alert team leaders to emerging trends. - When needed, assist with customer setup, onboarding, equipment installation, testing, or product demonstrations.

Requirements - High school diploma or equivalent. - At least five years of related experience, including customer escalations or complaint handling in a related field. - Strong research, problem-solving, organization, and time-management skills, with the ability to meet critical dates. - Excellent written and verbal communication, including the ability to turn research into customer-friendly letters and explanations. - Strong customer service judgment, active listening, diplomacy, and conflict-resolution skills. - Proficiency with Microsoft Office and computerized data-entry or related business systems.

Benefits and work setup - Listed pay range is $21.24–$28.31 per hour. - Eligible employees may receive medical, dental, and vision coverage, 401(k), paid time off and sick leave, and an employee stock purchase plan.