Customer Service | Resolution Specialist

Job Description

Job Description

Elevate your career with a 2020 INC 500 company offering a competitive salary + 401k match + health benefits + extra paid time off, and more!

Wesley Financial Group is hiring for the Customer Service | Resolution Specialist position at a starting salary of $50k + additional earning incentives.

…you’re likely asking yourself, “What in the world is a Customer Service | Resolution Specialist?!”

Wesley Financial Group is the leading name in helping timeshare owners get out from under their timeshares. In the 12+ years we’ve been in business, we’ve created a tidal wave of excitement from timeshare owners needing help, and we’re looking for a new trusted Resolution Specialist to help the families we serve!

What is a Customer Service | Resolution Specialist?

The Resolution Specialist position works with our clients to assist them in canceling their timeshare. The focus of this role is to ensure best-in-class customer experience for all of the clients you work with. Don’t have experience canceling timeshares? We don’t expect you to.

The ideal candidate for this role is extremely organized, highly motivated, optimistic, flexible, patient, a team player and has strong problem solving expertise.

The hours for this role are Monday - Thursday, 9am - 5pm and Friday, 9am - 3pm. Fridays are earned work-from-home days.

New Employees Receive :

• A MacBook for your work tasks, which means you'll enjoy a seamless and efficient work experience, aiming to reduce your stress associated with technical issues.
• A weekly pay schedule to ensure you have a reliable, steady income, which means you can confidently manage your personal budget and financial obligations.
• A 401k program that includes a company match, which means your retirement savings get a significant boost, helping you achieve your long-term financial goals quicker.
• An employer-funded Health Savings Account (HSA) along with comprehensive Medical, Dental, and Vision Insurance, which means both your immediate and future healthcare needs are covered, reducing your financial stress related to health.
• 9 paid holidays PLUS the workdays between Christmas and New Years Day, which means more time to recharge and be with loved ones, enhancing your overall job satisfaction and work-life balance.
• Access to our office's health and wellness facilities such as the fitness center and natural courtyard, which means you can easily incorporate fitness and relaxation into your workday, promoting a healthier, more balanced lifestyle.
• A unique culture featuring food trucks, lounge areas, and (occasional) foosball tournaments, which means a vibrant and collaborative work atmosphere, providing an opportunity for you to build meaningful relationships and have fun while working.
• Continuous coaching from industry professionals, which means you're set up for career advancement and personal growth, keeping you competitive in your chosen field.

Wesley Financial Group proudly promotes from within the organization. This practice is one factor that has led to a culture we are proud of.

Requirements :

Ability to be flexible and adaptable

Strong organizational skills and attention to detail

Ability to utilize strong problem solving skills to address client needs / challenges

Outcome-oriented / Results-focused

Ability to work hard and efficiently, jumping in and helping wherever necessary.

Ability to hold yourself accountable for doing what’s right, even when nobody's watching

2+ years of providing impeccable customer service and account management

Energized by change, and adaptable to an ever-changing industry

Must live within 60 miles of Franklin, TN - this is an IN-OFFICE role in our Franklin, TN office

Responsibilities

Actively work with clients, setting clear expectations throughout the timeshare termination process

Draft appropriate, client-specific action steps throughout the dispute with the goal of moving the client towards timeshare ownership termination

Respond to all emails, calls and chatters in a timely manner

Address all comments from clients submitted through the feedback form within 24 hours and provide an update through chatter thread

Must retain accurate and up to date client records in Salesforce

Must maintain professional and consistent communication with your clients through email, mail, and phone correspondence

Create positive team environment centered around accountability, efficiency, idea sharing, and a “we can always be better” mindset

Always strive to do better, celebrate wins, and use failures to grow and improve

Be the leader for industry updates, trends, and general knowledge.

Preferred Experience

Salesforce

Customer Service

Google Suite / Microsoft Office

Why Wesley?

Wesley Financial Group, LLC has been in business for over 10 years. We are a 200+ employee company with a platinum rating through Dun & Bradstreet and were ranked on INC 500 in 2020 as the 203rd fastest-growing privately held company in the U.S.

We’ve won over 75 business awards since 2020, including :

Aside from business accolades, Wesley Financial Group is strongly dedicated to giving back to the community. Through donations and volunteer work, we always strive to help others whether through our services or through our charitable work.

Additional PERKS for being a Wesley Employee :

Leadership training and advancement opportunities

Robust employee recognition programs

Ability to participate in company-wide community outreach programs

Fun engaging company-wide events and activities

Outstanding work / life balance

Spirited and passionate team environment with members who display core values of teamwork and integrity

9 Paid Holidays + 2 Floating Holidays

Relaxation on-demand with our in-office massage chairs—because we know how important it is to take a break and recharge

Wesley is an Equal Opportunity Employer. We verify employment eligibility for all new hires using E-Verify.

Monday - Thursday, 9am - 5pm and Friday, 9am - 3pm. Fridays are earned work-from-home days.