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Service Resolution Specialist

Position Overview
Handles escalated unresolved service issues until resolution is achieved. Represents the business unit to customers and business partners (e.g., contractors, etc.) as the primary point of contact for a specific customer until their issues are resolved. Evaluates situation, determines appropriate response, and appropriate solution to the service issue while ensuring that solution adheres to departmental guidelines, policies, and procedures. Uses computerized system for tracking, maintaining customer data, and information gathering.
Job Responsibilities
  • Responds to direct dialed or transferred inbound phone calls regarding escalated service issues until resolution is achieved.
  • Gathers facts, identifies problems and determines appropriate solutions.
  • Provides timely follow-up to all parties including appropriate system documentation.
  • Captures customer and performance data as needed for reporting purposes.
  • Drafts written communication for both internal and external updates on claims being researched.
  • Approves warranty repairs and/or replacements as needed to resolve escalated service calls.
  • Completes computer generated data for reimbursements, concessions and written communication for all customers.

Job Requirements
  • High school diploma or general education degree (GED) required
  • 2 - 4 years of customer service experience, or an equivalent combination of education and experience required
  • Experience resolving escalated customer service issues strongly preferred.
  • Excellent verbal and written communication skills
  • Knowledge of contract coverage, including systems and appliances
  • Knowledge of business unit policies and procedures
  • Customer service and conflict resolution
  • Computer skills (Microsoft Word, Excel, Outlook)
  • Attention to detail
  • Multi-tasking
  • Adapt to a fast-paced environment
  • Highly developed interpersonal skills
  • Good organizational and time management skills
  • Strong problem solving and decision making skills
  • Effective negotiation skills
  • Conflict resolution skills

Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:
  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:
  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm's reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
  • Incumbent will be subject to:
  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.



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