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$13

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$55

How much do resolution group jobs pay per hour?

As of Jun 30, 2026, the average hourly pay for resolution group in the United States is $28.72, according to ZipRecruiter salary data. Most workers in this role earn between $18.99 and $36.06 per hour, depending on experience, location, and employer.

How does a Resolution Group professional typically collaborate with other departments to resolve complex customer issues?

Resolution Group professionals frequently work cross-functionally with departments such as Customer Service, Technical Support, and Product Management to address and solve complex customer concerns. They often act as a bridge, gathering detailed information, coordinating meetings, and ensuring each stakeholder is aligned on the solution path. This collaboration helps to expedite resolutions and improve customer satisfaction, while also providing valuable insights to internal teams for process improvement. Strong communication and organizational skills are essential for success in this collaborative environment.

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

AspectResolution GroupCustomer Service Representative
CredentialsTypically requires relevant certifications or training in conflict resolution or technical supportUsually requires customer service or communication skills, sometimes with basic certifications
Work EnvironmentOften in call centers, support centers, or corporate offices handling complex issuesPrimarily in retail, call centers, or service desks assisting customers directly
Employer & Industry UsageCommon in tech, telecom, and corporate sectors for issue resolution teamsWidespread across retail, hospitality, and service industries

The Resolution Group typically handles complex problem-solving and technical issues within organizations, requiring specialized training. Customer Service Representatives focus on assisting customers with general inquiries and basic support. While both roles involve communication skills, the Resolution Group often deals with more technical or escalated issues, making their responsibilities more specialized.

What are Resolution Groups?

Resolution Groups are specialized teams or units within an organization that are responsible for investigating, managing, and resolving complex issues, complaints, or disputes. They typically handle escalated cases that require in-depth analysis, collaboration among different departments, or special expertise. Members of a Resolution Group often work to ensure customer satisfaction, regulatory compliance, and the timely closure of cases. These groups are commonly found in industries like finance, customer service, and IT, where effective resolution of issues is critical to business operations.

What are the key skills and qualifications needed to thrive as a Resolution Group specialist, and why are they important?

To thrive as a Resolution Group specialist, you need strong problem-solving abilities, analytical skills, and a background in customer service or dispute resolution, often supported by relevant experience or training. Familiarity with case management systems, CRM software, and documentation tools is typically required. Excellent communication, negotiation, and emotional intelligence set top performers apart in this field. These competencies are crucial for efficiently resolving client issues, maintaining positive relationships, and ensuring organizational standards are upheld.
More about Resolution Group jobs
What states have the most Resolution Group jobs? States with the most job openings for Resolution Group jobs include:
What job categories do people searching Resolution Group jobs look for? The top searched job categories for Resolution Group jobs are:
Resolution Group jobs near you
Infographic showing various Resolution Group job openings in the United States as of June 2026, with employment types broken down into 76% Full Time, 9% Part Time, and 15% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $59,736 per year, or $28.7 per hour.

Customer Service Representative - Issues Resolution Group

MSA Safety Services LLC

Cranberry Township, PA • On-site

$15.50 - $21/hr

Other

Posted 18 days ago

Key responsibilities

  • Receive and initiate telephone calls from customers to create Customer Quality Notifications (CQN) in SAP documenting product concerns.

  • Monitor IRG inboxes and online CQN intake systems to create CQNs, respond to inquiries, and update CQN tasks throughout the returns and evaluation process.

  • Process warranty replacement orders, part and labor claim requests, and create electronic UPS return labels and service notifications in SAP in compliance with policy guidelines.

Job description

Customer Service Professional

MSA Safety is seeking a detail-oriented customer service professional to join our Issues Resolution Group at our corporate headquarters in Cranberry Township, Pennsylvania. In this role, you'll be instrumental in maintaining customer satisfaction and upholding warranty compliance. If you're someone who thrives in a fast-paced environment and takes pride in clear, effective communication, we'd love to hear from you. This role will be responsible for the following tasks:

  • Receive and/or initiate routine telephone calls from/to customers, primarily focused on creating Customer Quality Notifications (CQN) in SAP to document product concerns.
  • Monitor IRG inboxes and online CQN intake submission systems, creating CQNs and responding to general or follow-up inquiries.
  • Update CQN tasks to document progress within the returns and evaluation process.
  • Track and monitor return activity, providing timely follow up to customers.
  • Generate warranty replacement orders in SAP and document order information in the corresponding CQN.
  • Process warranty part replacement and labor claim requests in strict compliance with policy guidelines.
  • Release warranty point orders and make appropriate adjustments to customers' points balances.
  • Create and document electronic UPS return labels for products to be retrieved from customers, facilitating IRG evaluation.
  • Create and document service notifications in SAP for materials shipping directly from customers to an MSA Service location.
  • Submit expedite requests in Salesforce for warranty replacement orders, as needed.

Qualifications:

Education & Experience Required:

  • High School Diploma or GED equivalent required
  • Minimum 2 years Customer Service experience
  • Strong organizational skills and proven ability to manage multiple tasks at once.
  • High level of computer skills with specific emphasis on Microsoft Office and Customer Experience Systems (such as Ring Central, NICE CXOne, Cisco, etc.)
  • Excellent written, presentation, and verbal communication skills, with a focus on customer correspondence.
  • Proven ability to work in a team environment.

Education & Experience Preferred:

  • Associate's Degree in Business, Communication, or relevant field preferred
  • Experience with product troubleshooting
  • Working knowledge of SAP

This role's salary is 48-52k/year.

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