Customer Resolution Specialist - ServiceMac
Core
Researching and resolving escalated customer complaints and inquiries via phone, email, and written communication to ensure issues are thoroughly addressed.
Role type
Customer Resolution Specialist
Builds
Customer satisfaction and issue closure for mortgage and real estate clients
Domain
Mortgage servicing and real estate technology
Deliverable
client delivery
Required skills
Escalation management, written communication, research, problem-solving, conflict resolution, data entry, equipment installation, training/demonstration
Preferred skills
Knowledge of company products, MS Office proficiency, computerized data entry systems
Responsibilities
Respond to escalated inquiries and complaints; troubleshoot to provide resolution; manage inventory/pipeline of assigned cases; compose letters and emails summarizing inquiry points; perform customer setup, onboarding, and equipment installation; provide training or product demonstrations
Seniority
Individual Contributor, 5+ years experience