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.

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4AllPromos

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Customer Resolution Specialist