Resolution Specialist

Department:  Customer Service

Pay: $16.30/hour + performance based tier pay

Location: Hybrid

Hours: Full Time, Monday-Friday 6-3 or 7-4 MST

Overview

Resolution Specialists are part of an elite team that supports the work of the Customer Service department. They are responsible for managing resolution requests submitted by CSRs and analyzing resolution requests to determine if there are any issues with the submissions. They submit EWOKs, follow up with residents once EWOKs are resolved, provide training where needed, and interact with other departments.

Responsibilities 

As a Resolution Specialist you will: 

• Work as an intermediary between the Customer Service Department and other departments
• Review CSRs’ submissions for accuracy and content prior to being sent to other teams for resolution
• Work with billing managers for resolutions to questions and issues
• Assist CSRs with questions and act as a mentor
• Assist with Support Queue and other tasks as needed
• Provide training where needed
  
  

Preferred Skills

• Excellent written and verbal communication skills
• Motivated to find the source of the problem to solve issues
• Working knowledge of Google Sheets
• Working knowledge of Zendesk
• Detail-oriented
• Self-motivated to reach and exceed goals
• Comfortable multitasking
• Effective time management
• Able to effectively use resources
  
  

Education & Experience

• Good understanding of expectations for Customer Service Representatives
• Good understanding of Conservice Billing Methods
• Basic understanding of the responsibilities of other departments
• Customer Service experience helpful

High school graduation or GED equivalent