Customer Support Specialist

POSITION SUMMARY:

This is a shopper support position in a fast-paced centralized digital services environment providing services to homeowners, title companies, lenders, lawyers, and community associations throughout North America.

The Shopper Support Specialist I is part of the Community Archives Retention Team that provides support for escalated customer verbal and written inquiries. This role is critical to the organization to ensure the shopper’s voice is heard, understood, and thoroughly researched with timely resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handle shopper channels, by phone, e-mail, face-to-face and live chat with maximum efficiency, provide accurate information, take appropriate steps to resolve all issues, and manage a variety of complaints, grievances, and disputes.
• De-escalate the shopper's concern and research the inquiry to determine the validity as well as the root cause trigger for the reason of the complaint.
• Acts as a liaison between shopper’s and CA leadership to enhance the overall shopper experience.
• Handle other types of non-escalated written requests from shoppers and assist with documenting the procedures.
• Analyzes complaints from shoppers and provides adequate resolutions.
• Demonstrate excellent organizational skills, strong time management, and the ability to meet deadlines
• Participate on committees and special projects (as assigned or required) to ensure consistency of the shopper review from the initial point of inquiry.
• Complete special projects related to Resolutions as assigned, within required time standards
• Contributing to the development of Resolution functions, including workflows, policies and procedures, staff training, and documentation.
• Update and maintain the accuracy of Community Archives platform for each shopper contact to ensure Resolution response requirements (such as timelines, policies, and procedures) are available for reference to set up claim Resolution / Appeals when received.
• Perform peer QA of Resolution responses as needed.
• Identifies and acts upon opportunities to upsell and/or sell additional products to shoppers
• Ability to answer questions regarding regulatory questions regarding CA Orders
• Occasional overtime as required
• Other duties as assigned