Customer Resolution Specialist

At 4AllPromos, our goal is to provide an exceptional customer experience every day. TheCustomer Resolutions Specialistplays 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 asolutions-first mindset . Whether youre 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 isnt just to fix the issue its torebuild confidence, advocate for fairness, and leave every customer feeling valued and heard . Key ResponsibilitiesCustomer-Facing EscalationsTake overlive customer escalationstransferred 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 bothresolution and retention . De-escalate tense interactions with patience, ensuring customers feel heard and respected while protecting company interests. Advocate for fair, customer-centered solutionsthat 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 ResponsesMonitor and respond tocustomer reviews and commentson social media, Google, and other public platforms. Use aprofessional, empathetic, and brand-consistent voiceto address customer concerns and demonstrate accountability. Collaborate with leadership and marketing teams to ensure tone, messaging, and resolution strategies align with company values. Prioritizespeed of responseto 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-SolvingIdentify 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 FeedbackWork 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. Maintainclear and accurate documentationof all communications, resolutions, and customer feedback in CRM and ticketing systems. Proactively suggestworkflow, communication, or policy improvementsto 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 YouYoure a great fit if you: Have4+ yearsin a customer service, escalations, or problem management role (B2C e-commerce or vendor-facing experience a plus). Thrive inhigh-pressure moments , maintaining poise and empathy while driving toward resolution. Have a proven record ofsuccessfully de-escalatingchallenging customer situations and turning negative experiences into positive outcomes. Find genuine satisfaction in turning upset customers into satisfied advocatesyou 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 isnt just about fixing what went wrong its aboutrestoring confidence and reinforcing our commitment to service . Areself-directed and proactive , taking ownership to solve problems quickly and completely. Approach every situation withspeed, fairness, and accountabilitybalancing whats right for the customer and sustainable for the business. Bring apositive, collaborative attitudeand 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. PI9dcf958e8cd3-26289-40437274