Customer Resolution Specialist

Job Description

The Customer Resolution Specialist provides a single point of contact resolution approach to provide exceptional customer support by ensuring inquiries and issues are resolved in a single interaction whenever possible. Duties include assisting customers with account-related concerns, providing effective solutions, processing payments, and handling toll tag fulfillment and inventory management. The position diagnoses issues quickly, offers accurate resolutions, and minimizes follow-ups which is key to enhancing customer satisfaction and creating a seamless service experience. The Customer Resolution Specialist (CRS) performs both front-line customer service and back-office support tasks, focusing on adaptability and goal achievement in a fast-paced environment.

Starting Rate: $18.50/hourly

Retention Bonus: $1,000

Applicants are required to be eligible to lawfully work in the Unites States immediately. This position is not available for H1-B visa sponsorship.

Responsibilities

• Resolve customer inquiries in a single interaction via phone, email, chat, or other support channels.
• Make and receive calls to assist customers with their needs and provide effective solutions.
• Assist customers with account issues, including updates, troubleshooting, and resolution.
• Identify and address customer concerns proactively to prevent recurring issues.
• Utilize company tools, resources, and knowledge bases to provide fast and effective solutions.
• Work cross-functionally with internal teams (Call Center, Collections, Front Counter, IT) to resolve complex issues while maintaining a one-and-done mindset.
• Educate customers on best practices and self-service options to enhance their experience and reduce future issues.
• Apply strong problem-solving and critical-thinking skills while multitasking and work efficiently under pressure while assisting with case resolution, emails and calls.
• Participate in team meetings to stay updated on NTTA policies and procedures to enhance communication strategies.
• Adjust to daily changes in tasks and priorities with a flexible approach and goal-oriented mindset with a focus on delivering results.

Qualifications

Minimum:

• High school diploma or equivalent.
• 1-3 years of experience in customer service and account support.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask and work efficiently under pressure.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• Ability to quickly adapt to new systems, policies, and customer needs.
• Ability to type 30-35 words per minute.

NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.