Client Resolution Specialist

As a Stoneside Client Resolution Specialist, you’ll deliver exceptional customer service, proactively collaborate across teams, and provide insights that support continuous operational improvement.  

If you’re passionate about problem-solving and creating great customer experiences, we’d love to hear from you - apply today and help us transform homes across America! 

Key Responsibilities 

• Analyze and resolve complex cases accurately and timely to ensure we can complete the job correctly at the second appointment 

• Deliver the best customer service in our industry 

• Take ownership of our customers’ issues and follow problems through to resolution. 

• Handle complex and escalated customer service issues 

• Assist Operations Manager with manufacturing and product feedback. 

• Maintain a positive, can-do attitude every day 

• Maintain transparent communication through department meetings, one-on-one meetings, email, Teams chats, and regular interpersonal communication 

• Analyze statistics and compile accurate reports 

• Effectively manage Stoneside backorders at the material and order level 

• Effectively manage PST dashboard and ensure accuracy when entering cases 

• Encourage and assist installers to fix issues in-field to complete a job RFT 

Qualifications and Skills  

• Strong problem-solving abilities with experience resolving complex or escalated customer issues 

• Exceptional customer service skills with a commitment to ownership and follow-through 

• Excellent communication skills across email, Teams, meetings, and cross-functional collaboration 

• Ability to analyze data, interpret statistics, and compile accurate reports 

• High attention to detail and accuracy when managing cases, dashboards, and documentation 

• Positive, professional, and solution-oriented attitude in a fast-paced environment 

• Strong organizational skills with the ability to prioritize and meet deadlines 

Compensation 

• Hourly Rate: $25 - $27 / hour based on qualifications and experience  

• Participation in Stoneside's Gain Share Program 

Key Success Factors/Metrics 

• Continued reduction in average workdays to resolve a case 

• Continued reduction in the number of cases over 60 days old 

• Continued reduction in customer satisfaction/rework cost 

• Continued improvement in Right the first-time metrics for Field Service, Manufacturing, Customer Service, and Logistics 

• Continued reduction in the number of negative reviews generated in each market 

What We Offer: 

🏆 Stoneside Blinds & Shades is the #1-rated full-service, national window covering company in America based on customer reviews. For 16 years, we’ve been transforming homes and delighting clients through a personalized, five-star experience. With operations in 13 major U.S. markets and a consistent 15-20% annual growth trajectory, we’re building an exciting future - and we want passionate teammates to grow with us. 

At Stoneside, our people come first. With a 4.6/5.0 employee rating on Glassdoor and Indeed, we’re proud to be recognized as a top workplace where teammates feel valued, supported, and inspired. Our mission is simple but powerful: to deliver a five-star experience to our teammates, clients, partners, and community. 

Our culture is rooted in values we live every day: 

• 🤝 Honesty: We are always truthful, straightforward, and authentic – even when it's hard. 

• 🌞 Positivity: We assume positive intent and bring a respectful, positive energy to our interactions with others. 

• 💖 Generosity: We bring an abundance mindset and seek a win/win for everyone. 

• 📈 Continuous Improvement: We never stop seeking and implementing better ways of doing things. 

• 🔥 Passion: We are genuinely engaged and focused on fulfilling our five-star promise. 

When you join Stoneside, you’re not just joining a company - you’re becoming part of a supportive, collaborative team that celebrates wins together, embraces diverse perspectives, and believes in lifting one another up. 

✨ Come be part of a workplace where culture, values, and people come first. 

Benefits 

• Excellent health, dental, and vision insurance 

• Short-term and long-term disability coverage 

• Generous paid time off and paid holidays 

• 401(k) with employer match 

• Supportive, people-first company culture 

• Employee Assistance Program (EAP) 

• Participation in our Gain Share Program 

At Stoneside, we value and are enriched by a variety of perspectives. Each teammate brings unique skills, experiences, and backgrounds, and together we create something stronger. 

We’re proud to be an equal opportunity employer and encourage all applicants to apply. All qualified candidates will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation (including transgender status), national origin, ancestry, genetics, pregnancy, disability, age, marital or familial status, or veteran status. 

Even if your experience doesn’t line up exactly with every requirement, we still encourage you to apply - you may be the perfect addition to our team. 

We are accepting applications on an ongoing basis. 

 
If you need assistance or an accommodation due to a disability, please contact our HR team at hr@stoneside.com. 

In accordance with the Colorado Chance to Compete Act, we do not ask about criminal history on initial applications. If offered a position, candidates will be subject to a background and a credit check. 

 
In accordance with the Job Application Fairness Act, we do not request age-related information such as date of birth or graduation dates on applications.