Where do you fit in?

We are seeking a Customer Resolution Specialist to join Home-in to support our Customer Support Operations and Partnered Lawyer Firms in delivering exceptional service to customers through-out their home-buying journey. The Customer Support Operations is pivotal to our business as we are responsible for ensuring the success of each and every one of our customers’ property journeys– from search to settlement. This role is mainly responsible for managing escalated issues, providing expert guidance to team members, and ensuring the highest level of customer satisfaction. This role requires excellent problem-solving abilities, strong communication skills, and in-depth knowledge of our products and services.

What you’ll do day-to-day:

Key Responsibilities:

• Accountable for the day-to-day operational delivery of operational tasks/activities for their state.
• Ensure accurate and timely settlement of transactions.
• Collaborate with various teams to troubleshoot and resolve complex settlement issues
• Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Serve as the primary point of contact for complex inquiries and provide expert advice to team members.
• Collaborate with various departments to gather information and resolve escalated issues.
• Document and track escalations, ensuring accurate and detailed records are maintained.
• Identify trends and patterns in escalations to proactively address potential issues.
• Develop and implement procedures to enhance settlement efficiency and control.
• Provide support to team members to enhance their knowledge and skills.

Eligibility criteria:

• Extensive experience with Home-in processes and policies
• At least 6 months in your current role, in accordance with company policy

Preferred Qualifications:

• Bachelor's degree in a related field or equivalent work experience.
• Proven experience in a customer service or technical support role, with a focus on handling escalations.
• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent verbal and written communication skills.
• Ability to work collaboratively with cross-functional teams.
• Strong organizational skills and attention to detail.
• Proficiency in using customer service software and tools.

Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don't meet every requirement. If this is you, don’t worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we’re looking for! 

Advertising End Date: 08/12/2025