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Client Resolution Specialist

4 months ago

San Diego, United States ASI Hastings Full time
Job DescriptionJob Description

We are seeking an experienced and detail-oriented Client Resolution Specialist. This role requires a diverse skill set, including the ability to multi-task, work well under pressure, and make sound judgment calls with compassion. Daily interaction with clients is essential to ensure timely resolution of all concerns.

This is a full-time, non-exempt position reporting to the Contact Center Manager.

Key Responsibilities:

  • Handle incoming client escalations, coordinating resolution efforts with internal and external stakeholders.
  • Ensure client issues are resolved satisfactorily within agreed-upon timelines.
  • Proactively escalate issues that may not meet established timelines.
  • Identify opportunities for coaching, process improvements, and system enhancements and communicate these to the appropriate parties.
  • Utilize CRM software to document all activities accurately.
  • Maintain excellent verbal and written communication with clients.
  • Demonstrate strong computer literacy, including proficiency in Microsoft Office applications.
  • Exhibit exceptional multitasking and organizational skills.
  • Work effectively with minimal supervision.
  • Be physically able to work seated in front of a computer for extended periods.

Requirements:

  • Dedicated to providing superior customer service.
  • Exceptional phone and interpersonal skills.
  • Strong written and verbal communication skills.
  • Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
  • Strong judgment skills to make sound business decisions and resolve issues calmly and diplomatically.
  • Ability to talk and type accurately; minimum typing speed of 40 wpm.
  • Proficiency in Microsoft Word and Outlook.
  • Availability to work a variable schedule between 7:00 AM and 7:00 PM, Monday through Friday (possibly Saturdays, based on business needs).
  • Ability to work effectively with minimal supervision.
  • Patient, calm, and caring demeanor.

Benefits:

  • Comprehensive medical, dental, and vision insurance coverage for employees and their families.
  • Vacation allowance.
  • Competitive compensation.
  • Additional benefits include a 401(k) plan with matching contributions.
  • Supplemental pay opportunities, including bonus incentives, commission, and overtime pay.

About us:

Ken and Phil Justo, along with their families, have been helping make San Diego a better place since they acquired Hastings Appliance Repair in the 1980s. Ever since then, ASI Hastings Inc. has emphasized doing what’s right for its clients. They established the company’s core values, which are constantly carried around by each “White Glove Guy”: Trust, Safety, Quality, Respect, Integrity, Cleanliness, and Communication.

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.