Customer Resolution Specialist
Company: 4AllPromos
Location: Old Saybrook
Posted on: February 27, 2026
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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.
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Keywords: 4AllPromos, New England , Customer Resolution Specialist, Customer Service & Call Center , Old Saybrook, Northeast
