Customer Resolution Specialist

First American

. Provide high-level customer service and research and resolve customer escalations through phone, email, and written communications .

Posted 11/4/2026full-timeRemote • South Carolina • United StatesMid-LevelSenior💰 $21 - $28 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive knowledge of customer service principles and practices, with a strong ability to manage escalations and provide effective resolutions. Proficient in written and verbal communication, with a focus on customer satisfaction and compliance.

Highest-signal resume keywords

Customer Escalation ManagementResearch And Problem-Solving SkillsStrong MS Office SkillsExcellent Interpersonal And Communication SkillsData Entry Systems Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceTroubleshootingDocumentation MaintenanceCase ManagementCustomer SetupOnboardingProduct DemonstrationsConflict ResolutionNegotiationCompliance Management

Soft Skills

Active ListeningAdaptabilityCreativityCollaborationDecision MakingOpen-MindednessPersuasionCritical Thinking

Tools & Technologies

Computerized Data Entry SystemsMS Office

Industry Keywords

Customer ComplaintsCustomer InquiriesEscalated InquiriesCustomer Needs AssessmentEmerging Trends Identification

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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