Customer Resolution Specialist

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All Promos, 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.

• 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.

• 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.

• 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.

• 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.

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 change and are motivated by a fast growth environment

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

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All Promos 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.

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