Customer Resolution Specialist

Role summary / purpose Interacts with customers and provides information in response to inquiries about accounts, products, and services. This role involves managing customer relationships at a level of complexity that typically requires up to two years of directly related study, training, and/or experience. Key responsibilities • Takes care of and settles customer complaints • Answers customers' questions regarding product or service operation and maintenance • Receives and processes orders and applications • Provides information concerning pricing, changes in service, discontinuance, and shipping • Talks with internal and external customers by phone or in person to ensure the best service possible • Consults with customers to obtain information and explain available services • Investigates and corrects errors, following customer and company records • Performs program data management activities as needed, including running reports and updating data • Adjusts complaints concerning billing or services rendered • Refers complaints of product or service failure to appropriate departments for investigation • Coordinates customers' service needs with other departments as required to ensure customer service • May solicit sale of new or additional services or products Requirements – education & experience 5-7 years of directly related experience Required skills • Proficiency with Microsoft Word • Proficiency with Microsoft Outlook • Proficiency in Microsoft Excel • Problem-solving ability • Ability to work independently