The Resolution Specialist addresses escalated customer complaints via positive and creative problem-solving. They must focus on ensuring satisfaction and strong business relationships while adhering to standard operating procedures.

Resolution Specialist Summary:

The Resolution Specialist is responsible for maintaining the company’s brand image and delivering exceptional customer service. This entails providing solutions to complex issues that cannot be addressed by frontline customer service team members. The Resolution Specialist is expected to collaborate with internal and external stakeholders to facilitate top-tier outcomes.

Supervisory Responsibilities:

General Duties/Responsibilities:

• Complete all morning reporting efforts promptly as assigned by the management team.
• Act as the primary point of contact for customers with unresolved issues, using advanced problem-solving skills to find timely and effective solutions.
• Gather and analyze all relevant information to understand the root cause of customer complaints and ensure a thorough resolution process.
• Communicate directly with customers via phone, email, and text to provide updates and reassurance during the resolution process, fostering trust and maintaining positive relationships.
• Work cross-functionally with customer service team members and management to ensure accuracy and consistency in task completion.
• Identify recurring trends or systemic issues from customer complaints and work with management to suggest operational improvements.
• Accurately document all customer interactions, resolutions, and feedback, and provide detailed updates to leadership.
• Perform all daily duties as assigned by Supervisor(s).

Required Skills/Abilities:

• Expert understanding of clerical and administrative procedures.
• Excellent written and verbal communication skills.
• Excellent active listening and interpersonal skills.
• Excellent attention to detail.
• WOW service mentality; Excellent understanding of customer service expectations.
• Excellent ability to solve problems as they arise and maintain confidentiality.
• Strong ability to manage a high-volume email inbox.
• Basic computer skills and ability to adapt to new software.

Education and Experience:

• High school diploma or equivalent required; Associate’s degree or higher preferred.
• 3-5 years customer service and escalation experience required.

About Traveling Teams Inc.:

Over 20 years ago, Traveling Teams Inc. was founded on the simple concept of service. We decided from the beginning that we only serve youth sports and, now, we are the leading youth sports housing provider in over 800 markets throughout North America and some parts of Canada. We have forged lasting relationships with all major national hotel brands, CVBs, event holders, and sports commissions. Through these relationships, we have proven successful in managing the volume and prestige of any event. As the Company evolves, we will continue to invest in state-of-the-art technology and always keep remarkable service at the forefront of our vision and model.