Customer Resolution Representative (225-826)

A Customer Resolution Representative plays a crucial role in maintaining customer satisfaction and loyalty. This role requires an individual who is dedicated to resolving customer issues efficiently and professionally. As the first line of defense when it comes to customer complaints, a Customer Resolution Representative must possess excellent communication skills, both written and verbal, to effectively articulate and resolve customer concerns. The position demands a keen understanding of the company's products and services, as well as the ability to remain calm and courteous in stressful situations. This role is integral in ensuring that customer feedback is acknowledged and addressed, ultimately contributing to the improvement and success of the company's customer service reputation.

Responsibilities

• Listen carefully to customer complaints and actively work towards resolving issues promptly.
• Maintain a high standard of customer service by being empathetic and respectful in all interactions.
• Communicate effectively with customers to provide clear, accurate information and solutions.
• Document and track customer issues and resolutions in the company's CRM system.
• Collaborate with other departments to address and solve complex customer issues efficiently.
• Provide feedback to management regarding customer trends and potential areas for improvement.
• Handle a high volume of customer inquiries while maintaining professional composure and efficiency.
• Identify recurring issues and suggest potential improvements to existing processes and policies.
• Follow up with customers to ensure satisfactory resolution of their concerns and gather feedback.
• Stay informed about product updates, promotions, and policy changes to assist customers better.
• Adhere to company standards and procedures to ensure consistent and reliable customer service.
• Participate in training sessions to continuously improve product knowledge and customer service skills.

Requirements

• High school diploma or equivalent required; some college experience preferred.
• Proven experience in customer service or a similar customer-facing role.
• Excellent communication skills, both verbal and written, are mandatory.
• Strong problem-solving skills with the ability to think critically and remain calm under pressure.
• Proficient in using CRM software and handling multiple communication platforms.
• Ability to work effectively in a team environment and manage time efficiently.
• Strong attention to detail and a commitment to delivering high-quality customer service.
• Flexibility to work varying shifts, including evenings and weekends, as required.