Customer Resolution Lead – Coaching & Escalations

Nuco2 Inc.; Town of Florida, Northern (NY, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision, and Rx

401(k) retirement plan

Paid time off

Tuition reimbursement

Professional development

Job summary

NuCO2 is the leading national provider of beverage‑grade carbon dioxide, draught beer‑grade nitrogen, and beverage‑gas safety solutions. The Customer Resolution Specialist II (CRSII) supports a team by providing day‑to‑day guidance, real‑time assistance, and SME knowledge to deliver high‑quality customer service in a fast‑paced environment.

The CRSII coordinates workload, offers real‑time support via MS Teams, and escalates complex issues to the Supervisor.

Qualifications

• High School Diploma or GED required.
• 3–5 years customer service and complaint resolution experience.
• Prior experience as a senior specialist, mentor, team lead or supervisor preferred.
• Familiar with Microsoft Outlook and Teams.
• Able to type 35+ WPM.
• Able to read and comprehend written correspondence, process documents, training materials, and job aids.

Responsibilities

• Monitor queue activity and balance workload to support service level achievement.
• Provide real‑time assistance to CRS at their desks, via MS Teams, or by taking warm‑transfer escalation calls.
• Serve as a subject matter expert for process execution, products and services, troubleshooting, system navigation, and case handling.
• Assist with complex customer issues and escalated cases requiring leadership approval.
• Review and recommend credits or adjustments for management approval.
• Support payment processing and AR hold removal once issues are resolved.
• Track aging cases and raise awareness to items requiring escalation or urgent attention.
• Observe interactions and identify coaching opportunities, share findings with management.
• Collaborate cross-functionally to expedite resolutions.
• Provide informal coaching and knowledge sharing to drive improvement.

Skills

Customer service

Team leadership

Communication

MS Outlook & Teams

Education

High School Diploma or GED

Tools

MS Teams

Microsoft Outlook

Job description

NuCO2 is the leading national provider of beverage‑grade carbon dioxide, draught beer‑grade nitrogen, and beverage‑gas safety solutions. The Customer Resolution Specialist II (CRSII) supports a team by providing day‑to‑day guidance, real‑time assistance, and SME knowledge to deliver high‑quality customer service in a fast‑paced environment.

The CRSII coordinates workload, offers real‑time support via MS Teams, and escalates complex issues to the Supervisor.