Business Resolution
Description
Competitive hourly rate + benefits
POSITION SUMMARY:
The role of a Business Resolution is to support and manage the resolution process for complaints in the Business Resolution Department in a timely and professional manner. The Specialist is a great listener and powerful communicator who can manage difficult and complex customer and inter-departmental situations that need strong guidance and resolution. The Specialist will communicate with, escalate to, and consult with the Legal Department as needed and should be able to execute with a high degree of success in integrating and solving problems within our organization. The Specialist will support and develop improvements to departmental and company-wide procedures to elevate the customer experience and the Company’s reputation.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
- Resolves major product or service problems, determines the cause of the problem, selects and explains the best solution to solve the problem, expedites correction or adjustment, follows up to ensure resolution
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes and resolutions in a timely and efficient manner
- Develop rapport with customers and keep them updated
- Provide regular detailed documentation of all communications and actions taken or proposed in the Business Resolution workflow via CRM/ERP
- Develop actions plans to resolve and prevent future issues
- Escalate issues proactively when unable to fulfill and resolve when the escalation has reached the third degree and must be resolved with the Legal Department
- Promote teamwork and cooperative effort
- Recommend potential processes or services and improvements to management based on issues that arise
- Become an advisor to all Support departments
- Train other employees in customer service
- Will be Special Person of Contact (SPOC) for dealing with escalated calls from customers
- Maintain a positive, empathetic, helpful and professional attitude in every consumer interaction
- Ensure that all customer Business Resolution and complaints are managed to excellent professional standards
- Participate in team meetings, discussions, and other activities as required in order to support the team and improve the quality of the operation
- Cross-train and assist in other departments as needed
- Perform other duties as assigned
QUALIFICATION REQUIREMENTS:
- Bachelor’s degree required or equivalent experience.
- High School Graduate
Experience:
- A minimum of five (5) years relevant customer service experience
Knowledge, Skills & Abilities:
- Superior listening, verbal, and written communication skills
- Ability to work well with staff and maintain cohesiveness
- High level of attention to detail
- Sense of urgency and reliability
- Willingness to go the extra mile and get the job done in an occasionally high stress environment
- Able to define problems, consider alternatives, and evaluate their impact
Special Skills & Training:
- Proven success record of problem solving and achieving customer satisfaction results
- Self-motivated and results driven in a dynamic and rapidly changing environment
- Professional and adaptable to change in a growth-oriented company
- Ability to interpret technical instructions in diagram form as well as basic operation/procedure manuals
- Strong analytical, mathematical, organizational, administrative, time management, problem solving, and conflict resolution skills
- Strong negotiation and retention skills
PHYSICAL DEMANDS AND ABILITIES
- Regularly spend long hours sitting and using office equipment and computers
- Regularly spend long hours answering phone calls and emails
- Regularly move from sitting to standing positions effortlessly
- Regularly spend long hours in intense concentration reviewing and entering information into a computer
- Regularly use hands and fingers to handle, control or feel objects
- Regularly see details of objects that are less than a few feet away
- Regularly speak clearly so listeners can understand
- Regularly understand the speech of another person
- Frequently work on projects that require deadlines
- Frequently bend to file and maintain files
- Occasionally lift 5-10 pounds
Freedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.