Customer Service Representative I - Resolution Representative

The Customer Service Representative I (aka Resolution Representative) is responsible for investigating, managing, and resolving complex customer inquiries and escalated complaints that extend beyond standard contact center support. This role serves as a critical liaison between customers, internal departments, and external regulatory or advocacy entities to ensure timely, accurate, and policy-compliant resolutions. The Resolution Representative handles sensitive customer issues including billing disputes, payment investigations, service concerns, and regulatory complaints. Success in this role requires sound judgment, strong communication skills, attention to detail, and a commitment to delivering a fair and positive customer experience.