Job Title:   CUSTOMER RESOLUTION SPECIALIST I

Starting Salary:   Min: $3,579 – Mid: $4,851 per month

Job Description:   Responsible for end-to-end documentation and resolution responses to customer concerns, comments, and inquiries. Ensures that all customer issues are properly recorded and entered into the CAF (Customer Assistance Form) management system. Independently analyzes customer related issues, assesses the gravity of individual customer issues, and quickly identifies the most appropriate resources within the organization. Coordinates interdepartmentally to resolve customer concerns. Assist in monitoring Trapeze COM system to ensure timely and effective management of all customer recorded issues. Reviews and analyzes VIA respondent comments to customer issues and then provides the customer a comment-based response that may resolve the customer issue. Work involves investigation, research, correspondence preparation, competing deadlines, and multiple priorities from multiple communication sources such as phone, social media, website, and others.

Education and Experience:   High School education plus additional training equal to two years of college and one year’s experience in negotiating, conflict management and resolution, and report writing or an acceptable combination.