Customer Care Resolution Specialist

Electrolux Professional Group is seeking a motivated and highly organized Customer Care Coordinator to support our national Technical Support team. This role serves as the operational foundation of the ticket resolution process, ensuring all service requests are accurately tracked, proactively followed up on, and resolved within established timelines. The ideal candidate is a highly organized and proactive communicator who performs effectively in a fast‑paced service environment. While this position does not provide direct technical support, it plays a vital role in delivering consistent, seamless, and high‑quality experience for customers and service partners.

Key Responsibilities

Ticket Follow-Up & Resolution Management

• Own the follow-up lifecycle of all open service tickets, proactively driving each to closure within established SLA targets.
• Monitor ticket queues and escalate aging or stalled cases to the appropriate Technical Support Specialist or team lead.
• Serve as the liaison between customers, Authorized Service Agents (ASAs), and internal technical support personnel to ensure clear communication and timely action.
• Document all follow-up activity, status updates, and resolution notes accurately within the service management system (Zendesk or equivalent).

Customer, Internal & Partner Communication

• Maintain proactive outreach to customers and service partners with regular status updates on open tickets.
• Respond to inbound ticket inquiries promptly and professionally via phone and email.
• Set and manage customer expectations regarding resolution timelines, routing technical questions to the appropriate specialist.

Technical Support Assistance (Non-Technical)

• Assist Technical Support Specialists with administrative tasks including scheduling, dispatching, and documentation.
• Coordinate service call logistics between field technicians and customers to ensure smooth scheduling and on-site readiness.
• Pull and distribute relevant ticket history, warranty status, and equipment records to support the technical team.

Reporting & Process Improvement

• Provide daily and weekly ticket status reports to management, highlighting open cases, trends, and resolution performance.
• Identify recurring bottlenecks in ticket flow and recommend process improvements to leadership.
• Support the team with any special projects or administrative initiatives within the Customer Care division.

Required Skills & Qualifications

• Exceptional organizational and time management skills; ability to manage a high volume of open cases simultaneously.
• Strong verbal and written communication skills with a professional, customer-first demeanor.
• Comfortable working in a ticket-based service environment (experience with Zendesk, Salesforce Service Cloud, or similar platforms preferred).
• Proficiency in Microsoft Office Suite, including Excel and Outlook.
• Ability to work independently and collaboratively across distributed teams.
• Detail-oriented with a strong sense of ownership and accountability.
• Spanish speaking preferred but not required.

Education & Experience

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 2+ years of experience in customer service, service coordination, or operations support.
• Experience in a service organization supporting technical or field service teams is a plus.
• Familiarity with commercial foodservice or professional equipment industry is a plus but not required.