Sr. Customer Resolution Specialist

Location: Fort Mill, South Carolina, USA

Salary: $50,800–$67,725 annually

Company

ServiceMac is a mortgage servicing sub-servicing entity backed by hirify.global, providing technology, products, and personalized services for the mortgage and real estate industries.

What you will do

• Research and respond to escalated customer inquiries, complaints, and standard information requests.
• Interact with customers through inbound and outbound calls, email, and written communications to acknowledge issues and provide resolutions.
• Assess complaints, troubleshoot issues, and coordinate with the appropriate business areas to close cases.
• Manage an assigned case inventory and maintain compliance with critical dates.
• Create and maintain escalation logs, records, and files while identifying emerging customer-service trends.
• Support customer setup, onboarding, installations, product demonstrations, and training when needed.

Requirements

• High school diploma or equivalent.
• Generally 5+ years of related experience.
• Prior experience supporting customer escalations or handling written customer interactions and complaints.
• Strong research, problem-solving, organization, time-management, conflict-resolution, negotiation, and decision-making skills.
• Excellent verbal and written communication, including the ability to explain research in customer-friendly letters and conversations.
• Strong MS Office and computerized data-entry application skills.

Culture & Benefits

• Inclusive, people-first workplace that supports individuality and diversity.
• Medical, dental, and vision coverage based on eligibility.
• 401(k), paid time off, and paid sick leave based on eligibility.
• Employee stock purchase plan and additional employee benefits.