Client Resolution Specialist

Job Overview: 

This is an in person role at our Service Champions Branch in Brea, California

Are you passionate about providing outstanding customer service? We’re looking for an exceptional Client Resolution Specialist who thrives in a fast-paced environment and excels at multitasking. In this role, you'll engage directly with clients every day, addressing their concerns and delivering timely solutions with a positive attitude. This full-time, non-exempt position reports to the Client Services Manager and offers a dynamic opportunity to make a real impact on our customers’ experiences. If you're ready to use your problem-solving skills and sound judgment to help others, we want to hear from you!

Key Responsibilities:

• Handle incoming client escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items and communications are fulfilled.
• Ensure client escalations are resolved to the client satisfaction within agreed upon timelines.
• Escalate quickly and proactively all escalations that may exceed established timelines. Identify coaching opportunities, process improvements, and system issues and share them with the appropriate parties.
• Utilize CRM to ensure all activities are documented properly and accurately.

Qualifications:

• Dedicated to providing superior customer service.
• Exceptional phone and interpersonal skills.
• Exceptional written and verbal communication skills.
• Able to manage multiple priorities within a fast-paced, deadline-driven, multi-discipline environment.
• Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner.
• Ability to talk and type accurately; typing speed of at least 40 wpm.
• Proficient in Microsoft Word, Outlook, Excel.
• Availability to work a variable schedule between the hours of 7:00 AM and 8:00 PM, Monday through Saturday, based upon business needs.
• Physical Requirements: Ability to sit for extended periods of time. Accurate speech, hearing, and listening abilities.

Benefits: 

• Health insurance: Comprehensive medical, dental, and vision coverage.
• Retirement plan: 401(k) with company match.
• Paid time off: Generous vacation, holidays, and sick leave.
• Training and development: Ongoing opportunities for professional growth and advancement.
• Company culture: A supportive, inclusive, and dynamic work environment focusing on teamwork and employee satisfaction.

#SCC