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Customer Resolution Specialist Jobs (NOW HIRING)

Acuity

Customer Resolution Specialist I

Conyers, GA · On-site

Responsibilities may be, but not limited to: order entry, simple to difficult order and project management, intake of all customer inquiries and resolution ownership of any task, regardless of domain.

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How much do customer resolution specialist jobs pay per hour?

As of Aug 15, 2026, the average hourly pay for customer resolution specialist in the United States is $24.60, according to ZipRecruiter salary data. Most workers in this role earn between $20.19 and $26.92 per hour, depending on experience, location, and employer.

What does a customer resolution specialist do?

The job of a customer resolution specialist is to provide customer service to existing clients or users of a product or service. They resolve issues that a customer is having and report persistent problems to their manager or the appropriate department. Job duties and responsibilities include answering phone inquiries, directing calls to the appropriate specialist if you cannot resolve the issue, and researching different solutions. To become a customer resolution specialist, you need to have a variety of skills and qualifications related to CRM, or customer relationship management.

How does a customer resolution specialist typically collaborate with other departments to resolve complex customer issues?

Customer Resolution Specialists often work closely with teams such as technical support, billing, sales, and product management to address and resolve multifaceted customer concerns. When an issue requires expertise beyond standard procedures, they coordinate with these departments to gather information, escalate cases, and ensure a comprehensive solution is delivered. Effective communication and teamwork are key, as specialists must relay customer feedback and updates across teams while keeping the customer informed throughout the process.

What is a customer resolution specialist?

A Customer Resolution Specialist is a professional who handles customer complaints, inquiries, and issues to ensure customer satisfaction. They act as a point of contact between the company and its customers, working to resolve problems efficiently and effectively. Their duties often involve investigating issues, providing solutions, and following up with customers to ensure their concerns are addressed. Customer Resolution Specialists also document interactions and may provide feedback to help improve products or services.

What are the key skills and qualifications needed to thrive as a customer resolution specialist?

To thrive as a Customer Resolution Specialist, you need strong problem-solving abilities, in-depth product or service knowledge, and, typically, a background in customer service or a related field. Familiarity with customer relationship management (CRM) software and ticketing systems is often required, along with possible certifications in conflict resolution or customer support. Excellent communication, patience, and emotional intelligence enable you to handle challenging situations and foster positive customer relationships. These skills and qualities are crucial for effectively resolving issues, maintaining customer satisfaction, and supporting company reputation.

What is the difference between Customer Resolution Specialist vs Customer Service Representative?

AspectCustomer Resolution SpecialistCustomer Service Representative
CredentialsHigh school diploma or equivalent; certifications in conflict resolution or customer serviceHigh school diploma or equivalent; basic customer service training
Work EnvironmentCall centers, support teams, online chat supportRetail stores, call centers, online support
Employer & IndustryRetail, telecom, tech companiesRetail, hospitality, telecom
Primary FocusResolving complex customer issues, complaint managementHandling inquiries, providing product/service info

While both roles involve assisting customers, a Customer Resolution Specialist primarily focuses on resolving complex issues and complaints, often requiring specialized skills. In contrast, a Customer Service Representative handles general inquiries and provides basic support. The roles overlap in customer interaction but differ in complexity and scope.

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Customer Resolution Specialist jobs near you
Infographic showing various Customer Resolution Specialist job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $51,171 per year, or $24.6 per hour.

Customer Resolution Specialist - ServiceMac

First American

Fort Mill, SC • On-site

$21.24 - $28.31/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

This job post has expired today. Applications are no longer accepted.

Job description

Who We AreServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.What We DoThe Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications. Assess customer complaints. Research and troubleshoot to provide resolution for customer. Determine and coordinate with business area or department needed for closure of complaint or issue. Maintain documentation of escalation and customer contact. Ensures the customer's voice is heard and that issues are thoroughly researched and addressed. Does not have assigned clients/account management responsibility.

WHAT YOU'LL DO

  • Point of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research
  • Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to provide customer resolution.
  • Identifies emerging trends and notifies leaders
  • Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries
  • Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
  • Maintain and create logs, records, and files. Acts as a resource for information.
  • May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met.
  • May provide training/productdemonstrations.Customize to meet customer's needs/ applications.
  • Other duties as assigned

WHAT YOU'LL BRING

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

  • High School diploma or equivalent required
  • Generally has 5+ years of related experience
  • Prior experience supporting customer escalations and/or writteninteractions/complaintsin a related field / industry, product, or service
  • Requires extensive knowledge of the company's products and services.
  • Excellent organization skills, strong time management, and the ability to meet deadlines
  • Strong research, and problem-solving skills
  • Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
  • Strong MS Office skills
  • Excellent interpersonal and communication skills (verbal and written)
  • Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer
  • Strong knowledge of computerized data entry system or other relevant applications.
  • Diplomatic

Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.

Pay Range: $21.24 - $28.31 HourlyThis hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.What We OfferBy choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

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