Customer Resolution Representative

Join a team where your problem-solving skills and professionalism turn challenges into solutions—drive customer satisfaction at the heart of a leading print production operation!

Summary: The Customer Resolution Representative provides customers with solutions via a high level of service and problem resolution skillsets for print-related customer issues in a high-volume ecommerce wholesale print environment. Customer Resolution Representatives must maintain professionalism with diverse personalities. This role is responsible for managing escalated product quality complaints, reprint requests, and production-related print concerns. The representative collaborates with internal teams-including Print Production, Prepress, Shipping, and Quality Assurance-to investigate, diagnose, and resolve print trouble tickets.

Schedule: 1st shift, Monday-Friday, eight or more hours per day, five days per week based on business needs. Primary schedule will be 8:00 AM – 5:00 PM, or similar. This is an onsite position.

Salary Range: $19.00 - $24.00 hourly

Compensation commensurate with experience.

At this time, we are not engaging with agencies or third-party recruiters. Thank you for your understanding.

Essential Duties and Responsibilities include the following: 

• Educate and assist customers on printing standards, limitations, and quality control expectations ecommerce site(s), product offerings, and services.
• Effectively resolve customer concerns through phone, virtual chat, or both, with a focus on delivering positive outcomes while supporting transparency, quality documentation, and continuous process improvement.
• Participate in cross-functional reviews of customer feedback to improve product quality and customer experience.
• Prioritize multiple resolution cases in a deadline-driven environment, maintaining clear communication with customers throughout the process.
• Handle complex requests with patience, professionalism, and empathy- listening actively and intently to gain a full understanding of the request; acknowledging key points and asking appropriate questions; and interpreting verbal cues to identify underlying concerns and motivations.
• Analyze and resolve situations in a timely manner.
• Demonstrate a sense of urgency and dedication to exceed customer expectations and earn customer loyalty through accuracy, efficiency, courtesy, and knowledge.
• Complete and process all required tasks. 
• Regularly perform general housekeeping duties in your work area(s).
• Adhere to all safety policies and protocols and maintain a safe working environment.
• Attend all department/company meetings, as required.
• Other duties as assigned. 

For an extensive list of responsibilities, duties and physical demands/work environment please refer to the attached Job Description. 

EXPERIENCE AND QUALIFICATIONS

EDUCATION, LICENSES, CERTIFICATIONS, EXPERIENCES: 
 

• High School diploma or equivalent.
• Proficiency with design tools such as Adobe Photoshop, Acrobat, and Illustrator.
• Two (2) to three (3) years prior experience in customer service, technical support, or resolution management.
• One (1) – two (2) years in a commercial or wholesale print environment, or knowledge of print production processes, preferred.

CRITICAL KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS:

• Problem-Solving and Adaptability: Strong problem-solving skills when faced with unexpected challenges, such as machine malfunctions, material shortages, or errors in print quality. Ability to adapt to new printing technologies or changes in production schedules, ensuring smooth operations despite changes.
• Attention to Detail: Precision in monitoring print jobs to ensure all details, such as color accuracy, image sharpness, and print placement, meet the required standards. Detecting small defects or inconsistencies during production and taking corrective action immediately.
• Proficient in reading comprehension, especially in understanding job ticket assignments and customer instructions.
• Highly detail-oriented, organized, and efficient in managing time, with a proven ability to meet deadlines and complete tasks accurately. Self-Motivation & Accountability: Ability to stay focused on tasks, meet deadlines, and produce high-quality work with minimal supervision. Holding oneself accountable for managing workloads, handling responsibilities, and maintaining professional standards.
• Communication Skills: Strong written and verbal communication abilities are vital for remote work. Being clear, concise, and professional in emails, messages, and virtual meetings is critical. Active listening, and the ability to interpret and clarify communication effectively in virtual spaces.
• Time Management: Self-discipline to manage personal and professional tasks, prioritize work, and avoid distractions at home. Ability to meet deadlines consistently without direct supervision.
• Adaptability and Flexibility: Being adaptable to rapidly changing situations or project pivots without the support of in-person guidance. Comfortable with new tools and technologies, especially when team needs evolve or new platforms are introduced.
• Collaboration and Teamwork: Strong ability to work as part of a virtual team. This includes both synchronous (live meetings, chats) and asynchronous (emails, shared documents) communication. Building rapport with colleagues despite the lack of physical presence, maintaining team cohesion and morale.

4over Company History:

4over was founded in February of 2001. What started off as creating business cards and web page designs by a husband and wife, quickly flourished. Since the company was founded, we are now a private equity owned company growing and expanding across many states. Through our 4over Core Attributes, we are committed to meeting and exceeding customer expectations, cultivating and nurturing our relationships, providing excellence and caring for others. 

Health and Life Insurance-

• Medical, Dental, Vision, Life/AD&D Insurance, Disability, and Flexible Spending Accounts (FSAs) for Health Care and Dependent Care
• 4over pays 100% of the employee’s premium for his/her Basic Life/AD&D Insurance in the amount of 1x the employee's annual salary, up to $500,000
• Coverage will be effective on the 1st of the month following 1 month of continuous regular full-time employment

401(k) Retirement Plan

• New employees are eligible to enroll the first of the month, following 1 month of employment
• Semi-annual open enrollment (January 1st and July 1st)
• Discretionary employer match; typically, 50% of employee deferrals up to 6% of compensation
• Immediate Vesting

Holidays and PTO

• 9 Paid Holidays 
• Accumulating PTO to be used after 90-days of continuous and active full-time service