FRONRDOOR Service Resolution Specialist in CARROLL, Iowa

Position OverviewHandles escalated unresolved service issues until resolution is achieved. Represents the business unit to customers and business partners (e.g., contractors, etc.) as the primary point of contact for a specific customer until their issues are resolved. Evaluates situation, determines appropriate response, and appropriate solution to the service issue while ensuring that solution adheres to departmental guidelines, policies, and procedures. Uses computerized system for tracking, maintaining customer data, and information gathering.Job Responsibilities* Responds to direct dialed or transferred inbound phone calls regarding escalated service issues until resolution is achieved.* Gathers facts, identifies problems and determines appropriate solutions.* Provides timely follow-up to all parties including appropriate system documentation.* Captures customer and performance data as needed for reporting purposes.* Drafts written communication for both internal and external updates on claims being researched.* Approves warranty repairs and/or replacements as needed to resolve escalated service calls.* Completes computer generated data for reimbursements, concessions and written communication for all customers.Job Requirements* High school diploma or general education degree (GED) required