Customer Resolution Specialist

Role overview

Resolve escalated consumer concerns involving product quality, equipment servicing, and general product questions. The specialist investigates issues across service channels, coordinates with internal teams, and follows up with consumers while documenting cases accurately and empathetically.

Responsibilities

- Diagnose and resolve consumer service and product quality concerns using available tools and multiple service systems. - Research escalated cases and coordinate with relevant teams to reach timely, well-supported resolutions. - Contact consumers with follow-up and explain outcomes clearly and professionally. - Record interactions accurately to capture customer feedback and support resolution on the initial contact where possible. - Identify patterns and share consumer insights that may help improve products, operations, and service workflows. - Monitor service metrics, adapt to process updates, and contribute to training and team improvement activities.

Requirements

- Associate’s or bachelor’s degree in business, communications, or a related field. - At least two years of customer service or contact center experience involving professional communication and problem resolution. - Microsoft Office experience; familiarity with customer relationship management tools is preferred. - Strong communication, active listening, critical thinking, and relationship management skills. - Able to prioritize and multitask under pressure while maintaining accuracy, adaptability, and a collaborative approach. - Authorized to work full time in the United States without employer sponsorship.

Benefits and work setup

- Based in Atlanta, with no relocation provided and travel listed at 0–25%. - Compensation range: $63,600–$76,100, depending on location, job-related knowledge, skills, and experience. The listing also gives a 7.5% annual incentive reference value. - A range of medical, financial, and other benefits is offered, depending on the position.