Customer Resolution Specialist

Lehi, UT | Onsite | Long-Term Contract

Join a major energy services organization serving millions of customers nationwide and build valuable experience in customer account management, problem-solving, and service operations. This long-term contract opportunity offers the chance to work in a structured, fast-paced environment where your ability to investigate issues, make informed decisions, and help customers find solutions makes a direct impact.

The Customer Resolution Specialist will help homeowners navigate service and warranty claims by reviewing account information, evaluating coverage, and determining appropriate next steps. This position combines customer service, account research, case management, and problem resolution, making it a strong fit for professionals with backgrounds in contact centers, insurance, financial services, technical support, or claims administration. Working with homeowners, service contractors, and internal departments, the Customer Resolution Specialist will manage cases from initial review through resolution while maintaining accurate records and timely customer communication.

Responsibilities

• Review customer service and warranty claims to determine eligibility and appropriate resolution options.
• Investigate customer accounts, service histories, product issues, and supporting documentation.
• Interpret service agreements and coverage guidelines to make informed claim decisions.
• Communicate with homeowners through outbound calls to provide updates, explain decisions, and resolve concerns.
• Manage multiple customer cases while meeting established quality and productivity standards.
• Coordinate service appointments, contractor requests, cash settlements, and claim adjustments.
• Research account discrepancies and collaborate with internal departments to resolve outstanding issues.
• Document customer interactions, claim decisions, follow-up activities, and case outcomes.
• Handle escalated customer concerns and navigate sensitive conversations regarding coverage decisions.
• Identify opportunities to recommend additional coverage options based on customer needs.
• Maintain timely follow-up and ensure claims progress toward accurate resolution.

Qualifications

• High school diploma or GED required.
• 2+ years of experience in customer service, contact center operations, account resolution, technical support, insurance, or claims processing strongly preferred.
• Experience researching customer issues, reviewing account information, and resolving complex service requests.
• Experience managing high-volume customer interactions, service tickets, or account cases.
• Familiarity with CRM platforms, case management systems, ticketing software, or customer account databases.
• Experience documenting customer interactions, investigating discrepancies, and tracking resolutions.
• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint.
• Experience interpreting contracts, service agreements, coverage terms, or account policies preferred.
• Experience with outbound customer calls, account follow-up, and issue escalation preferred.
• Bilingual English and Spanish proficiency preferred.