Customer Resolution & Escalation Specialist

Nuco2 Inc.; Florida; Sur place; USD 40 000 - 52 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Disability insurance

Life insurance

Paid holidays

Vacation

Résumé du poste

NuCO2 Inc. is seeking a Customer Resolution Specialist reporting to the Sr. Manager of Customer Resolution and Retention.

The role blends sales and customer service, serving as the escalation point for resolving disputes and coordinating with internal teams and external customers. Responsibilities include following up on actions, generating reports on service metrics, handling invoice inquiries, maintaining pricing accuracy, and delivering timely expert guidance to customers and NuCO2

Qualifications

• Excellent verbal and written communication required.
• Experience writing reports and business correspondence.
• Ability to interpret varied instructions and data formats.

Responsabilités

• Act as escalation point to resolve customer disputes with internal teams.
• Follow up with functional heads to track customer actions and problem repairs.
• Proactively identify issues affecting customer loyalty and resolve them.
• Provide customers with scheduled and ad hoc reports on service metrics.
• Handle invoice inquiries related to plans and services, delivering accurate responses.
• Respond timely to customers and internal teams as a subject matter expert.
• Drive customer experience and prevent escalations through proactive communication.
• Submit account adjustments or changes as needed and keep records within guidelines.
• Meet and exceed quality, productivity, and KPI targets.

Connaissances

Customer service

Communication skills

Analytical thinking

Multitasking

Team collaboration

Formation

High School Diploma or equivalent

Associate's in business administration or accounting preferred

Outils

Microsoft Office

Description du poste

NuCO2 Inc. is seeking a Customer Resolution Specialist reporting to the Sr. Manager of Customer Resolution and Retention.

The role blends sales and customer service, serving as the escalation point for resolving disputes and coordinating with internal teams and external customers. Responsibilities include following up on actions, generating reports on service metrics, handling invoice inquiries, maintaining pricing accuracy, and delivering timely expert guidance to customers and NuCO2