Case Resolution Specialist

Qualifications

• 2+ years of experience in customer service, case management, service coordination, dispatch, claims administration, operations support, or a related field.
• Strong verbal and written communication skills with the ability to build rapport and effectively collaborate with customers, contractors, and internal stakeholders.
• Exceptional organizational skills and the ability to manage multiple priorities simultaneously.
• Strong problem-solving and critical-thinking abilities with a focus on finding effective resolutions.
• High attention to detail and the ability to maintain accuracy in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to work independently while contributing effectively to a team-oriented environment.
• Strong sense of urgency and commitment to resolving customer concerns efficiently and accurately.
• Excellent follow-up skills and dedication to delivering outstanding customer experiences.

Case Resolution Specialist

Schedule & Work Environment

• Training Schedule: Monday through Friday, 8:00 AM - 5:00 PM
• Regular Schedule (Post-Training): Monday through Friday, 9:00 AM - 5:30 PM
• Initial training is conducted fully onsite, with a transition to a hybrid schedule after the first week.
• Remote work on Mondays and Fridays
• In-office Tuesday through Thursday
• Thrive in a fast-paced environment where priorities may shift based on weather-related events and service demands.
• Work from a modern Naperville office featuring amenities such as a fitness center, basketball court, coffee shop, convenience store, and collaborative workspaces designed to support employee engagement and professional growth.

About the Role

We are seeking a Case Resolution Specialist to join our team and serve as a key point of contact for customers and service providers throughout the claims and service process. This person will be taking inbound and making outbound calls in order to resolve these cases. *This is not a call center/transactional position*

The ideal candidate is highly organized, customer-focused, and motivated by problem-solving. Success in this role requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a dynamic environment.

Key Responsibilities

• Manage customer and provider cases from initial intake through final resolution, ensuring all service requests are handled accurately and promptly.
• Coordinate repairs and service fulfillment by working closely with contractors, service providers, and customers.
• Monitor active cases and provide proactive updates to customers, providers, and internal teams regarding progress, timelines, and next steps.
• Prioritize urgent and emergency requests to ensure timely resolution and customer satisfaction.
• Handle inbound and outbound communications via phone and email while maintaining a professional and customer-focused approach.
• Research and identify qualified service providers when existing network coverage is limited.
• Build and maintain positive working relationships with contractors, vendors, customers, and cross-functional teams.
• Review claims and service requests to ensure compliance with company guidelines and contractual requirements.
• Accurately document all case activities, communications, and resolutions within company systems.
• Maintain provider databases and perform data entry to ensure records remain accurate and up to date.
• Dispatch work orders and coordinate scheduling between customers and service providers.
• Follow up on open work orders to drive timely completion and ensure a positive customer experience.
• Support team operations and workflow management during periods of increased claim volume.
• Assist with provider recruitment, onboarding, and relationship-building efforts to expand service network coverage.

Job Type & Location

This is a Permanent position based out of Aurora, IL.

The pay range for this position is $23.00 - $24.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Permanent position based out of Aurora, IL.

This position is anticipated to close on Nov 10, 2026.

This is a hybrid position in Aurora,IL.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.