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Customer resolution specialist skills for your resume and career

Updated January 8, 2025
4 min read
Below we've compiled a list of the most critical customer resolution specialist skills. We ranked the top skills for customer resolution specialists based on the percentage of resumes they appeared on. For example, 15.8% of customer resolution specialist resumes contained customer complaints as a skill. Continue reading to find out what skills a customer resolution specialist needs to be successful in the workplace.

15 customer resolution specialist skills for your resume and career

1. Customer Complaints

Here's how customer resolution specialists use customer complaints:
  • Assisted account managers with resolving customer complaints and service failures by researching delivery problems and communicating with delivery warehouses.
  • Communicate with management any trends identified when reviewing or researching customer complaints.

2. Customer Inquiries

Here's how customer resolution specialists use customer inquiries:
  • Created company approved correspondences to customer inquiries or research requests.
  • Provide timely resolution in response to customer inquiries received by mail, by phone, and management assignment.

3. Billing Issues

Billing issues are the mistakes made by the company resulting in a wrong bill for the customer. An example of a billing issue might be adding what is owed incorrectly or accidentally omitting a service the customer bought. The billing issues are the company's responsibility and are caused by the one who calculates the bill. The customer does not need to pay it, however, the dispute may take some time to resolve.

Here's how customer resolution specialists use billing issues:
  • Researched billing issues and required information using available resources.
  • Trouble shooting and problem solving skills helped me to identify and resolve billing issues while maximizing customer retention.

4. Conflict Resolution

Conflict resolution is an often necessary skill in business, employed for processes such as contract negotiations, legal matters, and even personal, emotional situations and conflicts. It is the ability to find and create an appropriate and peaceful solution to some sort of dilemma or argument in which two or more parties are involved. The resolution itself must benefit and satisfy all parties and this is what makes it so difficult to reach a peaceful point sometimes.

Here's how customer resolution specialists use conflict resolution:
  • Conflict resolution- I accurately provide information to the borrower to ensure resolution of their complaints.
  • Handled customer service and conflict resolution.

5. Inbound Calls

Here's how customer resolution specialists use inbound calls:
  • Take inbound calls from customers, my peers, and supervisors to assist in escalated situations.
  • Work related skills: Accepting inbound calls pertaining to customer service questions technical support.

6. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how customer resolution specialists use outbound calls:
  • Received inbound and outbound calls for mortgage payments and setting up repayment plans to help home owner get current with their payments
  • Received inbound and outbound calls while negotiating the best possible payment arrangements and assisted customers with their accounts.

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7. Customer Retention

Customer retention is the act of dissuading customers from switching to another product or company or the actions a company takes to encourage customers to stay longer and spend more with the company during their lifetime. It's about increasing the number of repeat customers, increasing the profitability of each existing customer, boosting the company's sales, and also helping to build amazing relationships with customers.

Here's how customer resolution specialists use customer retention:
  • Led several successful process improvement initiatives that enhanced customer retention.
  • Earned opportunities to enhance skills in the area of customer retention, leadership/development, and resolution specialist.

8. Customer Accounts

Here's how customer resolution specialists use customer accounts:
  • Updated customer accounts and generated fulfillment tasks as needed.
  • Verify customer accounts to ensure proper billing.

9. Customer Satisfaction

Here's how customer resolution specialists use customer satisfaction:
  • Conducted performance reviews for all Customer Service Professionals and Rapid Resolution Experts to reduce resolution time and improve customer satisfaction.
  • Provide prompt resolution to customer dissatisfaction to maintain quality and ensure overall customer satisfaction.

10. Lieu

Lieu is a word that means in place of, on behalf of, or instead of. That is something that substitutes or replaces another thing. It is used as a synonym for the word "in place of" in a sentence.

Here's how customer resolution specialists use lieu:
  • Assisted borrowers with delinquent accounts over 31 days to offer solutions such as modifications, short sales or deed in lieu.
  • Determined customer's eligibility for loan modification, short sale, short negotiated payoff, or deed in lieu.

11. Credit Card

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Here's how customer resolution specialists use credit card:
  • Processed monetary transactions such as money transfers, western unions, credit card, check payments, stop payments and voids.
  • Served on specialty call group responsible for credit card processing and change of address transactions.

12. Customer Calls

Here's how customer resolution specialists use customer calls:
  • Located accounts and handled approximately 60 customer calls daily.
  • Address the customer calls with enthusiasm, courteous, and friendly manner to give a good first impression of the company.

13. Resolution Process

Here's how customer resolution specialists use resolution process:
  • Contacted customer/consumer via e-mail and/or telephone within service level agreement to set expectation of resolution process.
  • Managed the resolution process for complaints/issues with multiple dependencies or of an escalation nature.

14. Customer Relations

Here's how customer resolution specialists use customer relations:
  • Developed best practices model for business associates; strengthened customer relations with improved resolution plan.
  • Use of integrity to build and maintain productive customer relationships.

15. Payment Arrangements

Here's how customer resolution specialists use payment arrangements:
  • Coordinate client payment arrangements, credit/debit accounts, and process payments.
  • Make payment arrangements on delinquent student loan accounts.
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List of customer resolution specialist skills to add to your resume

Customer resolution specialist skills

The most important skills for a customer resolution specialist resume and required skills for a customer resolution specialist to have include:

  • Customer Complaints
  • Customer Inquiries
  • Billing Issues
  • Conflict Resolution
  • Inbound Calls
  • Outbound Calls
  • Customer Retention
  • Customer Accounts
  • Customer Satisfaction
  • Lieu
  • Credit Card
  • Customer Calls
  • Resolution Process
  • Customer Relations
  • Payment Arrangements
  • Technical Troubleshooting
  • Troubleshoot
  • Student Loans
  • Delinquent Accounts
  • Billing Inquiries
  • Loan Modifications
  • Quality Standards
  • Customer Problems
  • Technical Issues
  • Resolution Support
  • Problem Resolution
  • Product Knowledge
  • Quality Customer Service
  • Customer Issues
  • Telephone Inquiries
  • Computer System
  • Customer Service
  • Customer Interaction
  • Business Bureau
  • FDCPA
  • Customer Disputes
  • Technical Problems
  • Customer Resolution
  • Mortgage Loans
  • Legal Action
  • Account Issues

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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