Senior Customer Resolution Specialist

First American

. Serve as a point of escalation for customer inquiries and complaints .

Posted 11/12/2026full-timeRemote • South Carolina • United StatesSenior💰 $50,800 - $67,725 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive knowledge of products and services while effectively managing customer inquiries and escalations. Excels in written and verbal communication, problem-solving, and maintaining compliance with critical deadlines.

Highest-signal resume keywords

Customer Service SkillsStrong Research SkillsExcellent Organization SkillsMS Office ProficiencyConflict Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data Entry SystemsCustomer OnboardingTroubleshootingCase ManagementProduct Demonstrations

Soft Skills

Active ListeningAdaptabilityCreativityCollaborationDecision Making

Industry Keywords

Customer EscalationsWritten InteractionsComplianceCustomer NeedsCommunication

About the role

Key responsibilities & impact

Serve as a point of escalation for customer inquiries and complaints
Research and respond to escalated inquiries and complaints, as well as standard information or research requests
Interact with customers through inbound and outbound calls to acknowledge inquiries, provide status updates, troubleshoot, and deliver resolutions
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
Create and maintain logs, records, and files
Act as a resource for information
May perform customer setup, onboarding, and installations
Order and install necessary equipment and test that customer needs are met
May provide training and product demonstrations
Customize solutions 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 and strong time management
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
Ability to research and communicate findings in customer-friendly letters or verbally
Strong knowledge of computerized data entry systems or other relevant applications
Diplomatic

Benefits

Comp & perks

Medical, dental, and vision benefits
401k
PTO/paid sick leave
Employee stock purchase plan
Inclusive, people-first workplace culture
Equal opportunity employer