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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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Customer Resolution Specialist information

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How much do customer resolution specialist jobs pay per hour?

As of Aug 12, 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.

More about Customer Resolution Specialist jobs
What cities are hiring for Customer Resolution Specialist jobs? Cities with the most Customer Resolution Specialist job openings:
What states have the most Customer Resolution Specialist jobs? States with the most job openings for Customer Resolution Specialist jobs include:
What job categories do people searching Customer Resolution Specialist jobs look for? The top searched job categories for Customer Resolution Specialist jobs are:
What are popular job titles related to Customer Resolution Specialist jobs? For Customer Resolution Specialist jobs, the most frequently searched job titles are:
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.

AOG Customer Resolution Specialist- Herndon, VA

PDS Defense

Herndon, VA • On-site

Other

Medical, Retirement

Re-posted 14 days ago

Job description

Call Center/Customer Service

AOG Customer Resolution Specialist- Herndon, VA henrdon, VA Posted: 6/26/2026

Job Description

Job ID#:

218736

Job Category:

Call Center/Customer Service

Position Type:

Associate - W2

Shift:

1

?? AOG Customer Resolution Specialist

Location: Herndon, VA

Company: PDS Defense, Inc.

?? Role Overview

The Aircraft on Ground (AOG) Customer Resolution Specialist is a high-urgency, operations-focused role responsible for managing and expediting critical aircraft parts orders. This role ensures rapid resolution of AOG situations by coordinating across engineering, supply chain, and suppliers while maintaining constant communication with customers.

This is a 24/7 operations role requiring rotating shifts.

? Schedule

  • 5 days/week with rotating shifts (every 4-8 weeks)

  • Shifts:

  • 1st: 6:00 AM - 2:30 PM

  • 2nd: 2:00 PM - 10:30 PM

  • 3rd: 8:30 PM - 7:00 AM

  • Includes nights, weekends, and holidays

?? Key Responsibilities

?? Order Processing & Customer Support (50%)

  • Manage AOG orders in CRM and ERP systems

  • Process quotes and validate urgency of orders

  • Handle credit authorization and release holds for urgent situations

  • Escalate critical issues and coordinate with engineering teams

  • Manage drop shipments and supplier coordination

  • Resolve pricing and part discrepancies

?? Customer Communication (20%)

  • Provide real-time updates via phone and CRM (Freshdesk)

  • Offer alternative solutions to meet urgent needs

  • Coordinate freight/logistics for on-time delivery

  • Investigate and resolve customer complaints

  • Lead internal coordination for AOG cases

?? Reporting & Technical Coordination (20%)

  • Lead shift handoffs and daily AOG status meetings

  • Partner with Engineering, Quality, and Supply Chain teams

  • Use technical tools (e.g., 220 World) to find solutions

  • Provide updates in operations calls

?? Other (10%)

  • Additional duties as needed

? Basic Qualifications

  • Bachelor's degree OR equivalent experience

  • 3+ years in customer service in fast-paced environments

  • Availability for rotating shifts (required)

? Preferred Background

  • Aviation, aerospace, or military environment

  • Experience in:

  • Supply chain / logistics

  • Airline operations or maintenance

  • Material management

  • Familiarity with ERP/CRM systems

  • Strong problem-solving and decision-making ability

?? Key Traits for Success

  • Thrives under pressure and urgency

  • Strong communication across multiple stakeholders

  • Quick decision-maker with sound judgment

  • Customer-first mindset (critical KPI: speed + resolution quality)

Benefits offered to vary by the contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.

Job Requirements

Minimum Security Clearance:

No Clearance

Military connected talent encouraged to apply.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http://www.tadpgs.com/candidate-privacy/ or https://pdsdefense.com/candidate-privacy/

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

  • The California Fair Chance Act

  • Los Angeles City Fair Chance Ordinance

  • Los Angeles County Fair Chance Ordinance for Employers

  • San Francisco Fair Chance Ordinance

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

Apply