What does a customer resolution specialist do?
A customer resolution specialist works to resolve account issues and escalate unresolved complaints to management. Although their duties depend upon their industry or organization of employment, they are usually responsible for conducting market research and analysis to develop plans and solutions, coordinating with vendors and distributors, processing documents, maintaining records of all transactions, and monitoring progress to ensure efficiency and client satisfaction. Additionally, as a customer resolution specialist, it is essential to keep a transparent communication line with other team members.
Customer resolution specialist responsibilities
Here are examples of responsibilities from real customer resolution specialist resumes:
- Manage billing inquiries, encourage cross-selling and referral for additional property and casualty lines of business.
- Develop and expand existing relationships by identifying cross-selling and new business opportunities for full global suite of investment strategies.
- Interact extensively with residential customers to support account needs, while upselling on additional service offerings by identifying personal needs.
Customer resolution specialist skills and personality traits
We calculated that 16% of Customer Resolution Specialists are proficient in Customer Complaints, Customer Inquiries, and Billing Issues. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Customer Resolution Specialists that have these skills listed on their resume here:
- Customer Complaints, 16%
Assisted account managers with resolving customer complaints and service failures by researching delivery problems and communicating with delivery warehouses.
- Customer Inquiries, 8%
Created company approved correspondences to customer inquiries or research requests.
- Billing Issues, 7%
Researched billing issues and required information using available resources.
- Conflict Resolution, 5%
Conflict resolution- I accurately provide information to the borrower to ensure resolution of their complaints.
- Inbound Calls, 5%
Take inbound calls from customers, my peers, and supervisors to assist in escalated situations.
- Outbound Calls, 5%
Received inbound and outbound calls for mortgage payments and setting up repayment plans to help home owner get current with their payments
Most customer resolution specialists use their skills in "customer complaints," "customer inquiries," and "billing issues" to do their jobs. You can find more detail on essential customer resolution specialist responsibilities here:
Communication skills. The most essential soft skill for a customer resolution specialist to carry out their responsibilities is communication skills. This skill is important for the role because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a customer resolution specialist resume shows how their duties depend on communication skills: "settled customer complaints and concerns through effective communications strategies, accurate information, and solutions-oriented approach. "
Customer-service skills. This is an important skill for customer resolution specialists to perform their duties. For an example of how customer resolution specialist responsibilities depend on this skill, consider that "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a customer resolution specialist: "negotiate and formalize repayment arrangements with customers in foreclosure when appropriate. ".
Interpersonal skills. A big part of what customer resolution specialists do relies on "interpersonal skills." You can see how essential it is to customer resolution specialist responsibilities because "representatives should be able to create positive interactions with customers." Here's an example of how this skill is used from a resume that represents typical customer resolution specialist tasks: "developed excellent interpersonal skills while dealing with clients and members of staff. "
Listening skills. A commonly-found skill in customer resolution specialist job descriptions, "listening skills" is essential to what customer resolution specialists do. Customer resolution specialist responsibilities rely on this skill because "representatives must listen carefully to ensure that they understand customers in order to assist them." You can also see how customer resolution specialist duties rely on listening skills in this resume example: "communicated with viking/office depot and integrated resource groups to resolve internal/external customer issues. "
Patience. While "patience" is last on this skills list, don't underestimate its importance to customer resolution specialist responsibilities. Much of what a customer resolution specialist does relies on this skill, seeing as "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here is a resume example of how this skill is used in the everyday duties of customer resolution specialists: "solved customer issues with patience and leadership. "
The three companies that hire the most customer resolution specialists are:
- National General Insurance2 customer resolution specialists jobs
- Sedgwick LLP2 customer resolution specialists jobs
- Spear Education2 customer resolution specialists jobs
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Compare different customer resolution specialists
Customer resolution specialist vs. Collections, customer service
A collections customer service or collections agent is the person who is in charge of collecting past-due bill payments. Collections agents establish a list of individuals who failed to make their payments. They organize the list based on the severity of their delinquency. It is their task to find the location of the customers through background checks, credit bureau information, and loan documents. Those who are interested in this job should develop skills in intuition, quick thinking, problem-solving, and communication.
There are some key differences in the responsibilities of each position. For example, customer resolution specialist responsibilities require skills like "conflict resolution," "customer retention," "customer satisfaction," and "lieu." Meanwhile a typical collections, customer service has skills in areas such as "strong customer service," "credit card payments," "past due accounts," and "debt repayment." This difference in skills reveals the differences in what each career does.
Collectionss, customer service tend to make the most money working in the automotive industry, where they earn an average salary of $36,740. In contrast, customer resolution specialists make the biggest average salary, $36,777, in the finance industry.The education levels that collectionss, customer service earn slightly differ from customer resolution specialists. In particular, collectionss, customer service are 1.9% less likely to graduate with a Master's Degree than a customer resolution specialist. Additionally, they're 0.2% more likely to earn a Doctoral Degree.Customer resolution specialist vs. Customer service liaison
Customer service liaisons are professionals who facilitate a working relationship between clients and an organization by providing excellent customer service. These liaisons must coordinate with the proper personnel to provide accurate answers for customers with concerns or questions. They must handle outgoing and incoming calls to provide positive client relations and ensure satisfaction. Customer service liaisons must also implement internal procedures and supervise technology updates to ensure all information records are organized for proper networking among employees and customers.
Each career also uses different skills, according to real customer resolution specialist resumes. While customer resolution specialist responsibilities can utilize skills like "billing issues," "customer retention," "customer satisfaction," and "lieu," customer service liaisons use skills like "strong customer service," "patients," "phone calls," and "data entry."
Customer service liaisons earn a lower average salary than customer resolution specialists. But customer service liaisons earn the highest pay in the technology industry, with an average salary of $40,134. Additionally, customer resolution specialists earn the highest salaries in the finance with average pay of $36,777 annually.In general, customer service liaisons achieve similar levels of education than customer resolution specialists. They're 3.7% more likely to obtain a Master's Degree while being 0.2% more likely to earn a Doctoral Degree.Customer resolution specialist vs. Customer agent
A customer agent provides friendly service to external and internal customers. Customer agents talk to customers on behalf of businesses and companies. They help customers with their queries and complaints. It is their job to give customers a better understanding of the products. They answer questions with regards to their reservations. Sometimes, they also have sales roles. Oftentimes, they answer questions, process sales, provide information, and resolve problems.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from customer resolution specialist resumes include skills like "conflict resolution," "inbound calls," "lieu," and "resolution process," whereas a customer agent is more likely to list skills in "data entry," "customer support," "inbound phone calls," and "telephone calls. "
Customer agents make a very good living in the technology industry with an average annual salary of $32,547. On the other hand, customer resolution specialists are paid the highest salary in the finance industry, with average annual pay of $36,777.When it comes to education, customer agents tend to earn similar degree levels compared to customer resolution specialists. In fact, they're 0.5% less likely to earn a Master's Degree, and 0.4% less likely to graduate with a Doctoral Degree.Customer resolution specialist vs. Customer service executive
Even though a few skill sets overlap between customer resolution specialists and customer service executives, there are some differences that are important to note. For one, a customer resolution specialist might have more use for skills like "conflict resolution," "lieu," "resolution process," and "payment arrangements." Meanwhile, some responsibilities of customer service executives require skills like "strong customer service," "post sales," "excellent organizational," and "emails. "
Customer service executives reach higher levels of education compared to customer resolution specialists, in general. The difference is that they're 6.6% more likely to earn a Master's Degree, and 0.2% more likely to graduate with a Doctoral Degree.Types of customer resolution specialist
Updated January 8, 2025
