Customer Resolution Specialist

Who We Are ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and reputed company estate industries backed by highly personalized service and support. Through reputed company innovation and acquisition, our offerings comprise of personalized solutions that reputed company the mortgage continuum and enhance reputed company, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned reputed company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best reputed company to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. reputed company will always strive to be a great reputed company to work, for reputed company. reputed company Do The Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications. Assess customer complaints. Research and troubleshoot to reputed company resolution for customer. Determine and coordinate with business area or department needed for closure of complaint or issue. Maintain documentation of escalation and customer contact. Ensures the customer’s voice is heard and that issues are thoroughly researched and addressed. Does not have assigned clients/account management responsibility. WHAT YOU'LL DO reputed company of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research Interact with customers on reputed company reputed company of escalation to reputed company acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to reputed company customer resolution. Identifies emerging trends and notifies leaders Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates Maintain and create logs, records, and files. Acts as a resource for information. May reputed company customer setup, reputed company, and installations. Order and install necessary equipment. Test to reputed company sure customer needs are met. May reputed company training/product demonstrations. Customize to meet customer’s needs/ applications. Other duties as assigned WHAT YOU’LL BRING KNOWLEDGE, SKILLS, AND ABILITIES (KSAs) High School diploma or equivalent required Generally has 5+ years of reputed company experience Prior experience supporting customer escalations and/or written interactions/complaints in a reputed company field / industry, product, or service Requires extensive knowledge of the company’s products and services. Excellent organization skills, strong time management, and the ability to meet deadlines Strong research, and problem-solving skills Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, reputed company-mindedness, persuasion, and critical thinking. Strong MS Office skills Excellent interpersonal and communication skills (verbal and written) Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer Strong knowledge of computerized data entry system or other relevant applications. Diplomatic Pay reputed company: $23.37 - $31.15 Hourly, Remote This hiring reputed company is a reasonable estimate of the reputed company pay reputed company for this position at the time of posting. Pay is based on a number of factors which may include job-reputed company knowledge, skills, experience, business requirements and geographic location. reputed company Offer By choice, we don’t simply accept individuality – we reputed company it, we support it, and we reputed company on it! Our People First culture is inclusive for reputed company - not just because it's the right thing to do, but because it's the key to our reputed company. We are proud to foster an authentic and inclusive workplace For reputed company. You are free and encouraged to bring your entire, unique self to work. reputed company is an equal opportunity employer in every sense of the term. Based on eligibility, reputed company offers a comprehensive benefits package including medical, dental, reputed company, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan. Apply To This Job