Customer Resolution Specialist

A Hiring Company; Old Saybrook (CT); On-site; USD 33,062 - 35,817; Full time

Job summary

4AllPromos is seeking a Customer Resolutions Specialist to act as the final line of defense in restoring customer trust and ensuring satisfaction. You will de-escalate live calls, respond to online feedback, and work with vendors to resolve issues with a solutions-first mindset.

You’ll collaborate across teams, monitor public reviews, advocate for fair, customer-centered outcomes, document all interactions in the CRM, and push for process improvements to prevent future escalations.

Qualifications

• 4 years in customer service, escalations, or problem management (B2C e-commerce or vendor-facing a plus).
• Thrives in high-pressure moments with poise and empathy.
• Proven de-escalation experience turning negative experiences into positive outcomes.
• Clear, empathetic written and spoken communication.
• Self-directed and proactive with ownership to solve problems quickly.
• Restoring confidence and reinforcing commitment to service.

Responsibilities

• Take over live customer escalations and resolve issues quickly and empathetically.
• Respond to escalated complaints via phone and email with urgency and professionalism.
• Investigate order issues and craft clear, thoughtful responses prioritizing resolution and retention.
• De-escalate tense interactions while protecting company interests.
• Advocate for fair, customer-centered solutions and document outcomes in CRM.
• Monitor public reviews and respond with brand-consistent tone; share insights with leadership.
• Collaborate cross-functionally to resolve issues swiftly and prevent recurrence.
• Identify recurring trends from feedback and propose improvements.

Skills

Customer service

Escalation handling

Vendor relations

Communication skills

CRM software

Tools

CRM software

Job description

At 4AllPromos, our goal is to provide an exceptional customer experience every day. The Customer Resolutions Specialist plays a critical role in that mission — serving as the final line of defense in restoring customer trust and ensuring satisfaction.

You are the steady hand in moments of escalation — solving problems with calm, clarity, and a solutions-first mindset . Whether you’re de-escalating a live customer call, responding to an online review, or working with a vendor to resolve a quality issue, you act quickly and decisively. Your goal isn’t just to fix the issue — it’s to rebuild confidence, advocate for fairness, and leave every customer feeling valued and heard .

Key Responsibilities

Customer-Facing Escalations

• Take over live customer escalations transferred from the Customer Care team. Listen deeply, assess the issue, and resolve it efficiently and empathetically.
• Respond with urgency and professionalism to escalated customer complaints via phone and email.
• Investigate order issues thoroughly and craft clear, thoughtful responses that prioritize both resolution and retention.
• De-escalate tense interactions with patience, ensuring customers feel heard and respected while protecting company interests.
• Advocate for fair, customer-centered solutions that uphold company values and foster long-term loyalty. Strive to be flexible and empathetic while exercising sound judgment and fiscal responsibility.
• Follow up post-resolution to ensure satisfaction and confirm that customer trust has been restored.

Social Media & Public Review Responses

• Monitor and respond to customer reviews and comments on social media, Google, and other public platforms.
• Use a professional, empathetic, and brand-consistent voice to address customer concerns and demonstrate accountability.
• Collaborate with leadership and marketing teams to ensure tone, messaging, and resolution strategies align with company values.
• Prioritize speed of response to minimize public dissatisfaction and show proactive care for customer feedback.
• Identify recurring issues or trends from online feedback and communicate insights to leadership for continuous improvement.

Vendor & Carrier Problem-Solving

• Identify and manage order delays, shipping errors, and product defects with vendors and carriers.
• Communicate clearly with vendors to assign responsibility, pursue reimbursement, and coordinate timely resolutions.
• Track and document recurring issues in vendor or carrier performance and provide actionable feedback to improve reliability and quality.

Internal Collaboration & Process Feedback

• Work cross-functionally with account management, operations, production, art, and customer service teams to resolve issues swiftly.
• Escalate systemic or high-impact cases to leadership with complete background and well-considered recommendations.
• Maintain clear and accurate documentation of all communications, resolutions, and customer feedback in CRM and ticketing systems.
• Proactively suggest workflow, communication, or policy improvements to prevent future escalations.
• To succeed and thrive in this role, you will also be expected to support additional projects and responsibilities as business needs evolve.

About You

You’re a great fit if you:

• Have 4 years in a customer service, escalations, or problem management role (B2C e-commerce or vendor-facing experience a plus).
• Thrive in high-pressure moments, maintaining poise and empathy while driving toward resolution.
• Have a proven record of successfully de-escalating challenging customer situations and turning negative experiences into positive outcomes.
• Find genuine satisfaction in turning upset customers into satisfied advocates — you see every escalation as an opportunity to win back trust and strengthen the customer relationship.
• Communicate with clarity, empathy, and professionalism in writing and on the phone.
• Understand that resolution isn’t just about fixing what went wrong — it’s about restoring confidence and reinforcing our commitment to service.
• Are self-directed and proactive, taking ownership to solve problems quickly and completely.
• Approach every situation with speed, fairness, and accountability — balancing what’s right for the customer and sustainable for the business.
• Bring a positive, collaborative attitude and a passion for continuous improvement.
• Adapt well to changeand are motivated by a fast growth environment

The hourly rate for this position is between $24.00-26.50 per hour.

4AllPromos is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We welcome applications from individuals of all backgrounds and strive to create a supportive and inclusive environment for all employees.