Resolution & Retention 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

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.