Customer Resolution Leader – Retention & Experience

Nuco2 Inc.; Town of Florida (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Disability insurance

Life insurance

Paid holidays

Paid vacation

401(k) plan

Tuition reimbursement

Job summary

NuCO2 Inc. is seeking a Customer Resolution Manager to lead a team of specialists focused on resolving complex customer concerns across service delivery, pricing, billing, contracts, and account management.

The role emphasizes advocacy, escalation management, and cross-functional collaboration to strengthen customer trust. The ideal candidate will bring strong leadership, problem solving, and business judgment to drive retention, reduce churn, and maintain SLA commitments while fostering

Qualifications

• Must have high school diploma or GED; college degree preferred.
• 5+ years in customer service, support, account management, or related fields.
• 3+ years of leadership experience managing customer service or retention teams.
• Experience handling complex issues involving service, pricing, billing, contracts, or account management.
• Proven success improving customer satisfaction, retention, and operational performance.
• Experience with CRM, case management, and customer service software.

Responsibilities

• Lead, coach, and develop a team of Customer Resolution Specialists.
• Oversee investigation and resolution of escalated customer complaints.
• Ensure timely and consistent resolution of concerns in service, billing, pricing, contracts, or account management.
• Drive customer retention and reduce attrition by addressing escalated issues.
• Identify root causes of complaints and implement corrective actions.
• Collaborate with cross-functional teams to resolve systemic issues.

Skills

Leadership

Conflict resolution

Communication

Customer advocacy

Data analysis

Process improvement

Performance management

Time management

Education

High School Diploma or GED

Associate's or Bachelor's degree preferred

Tools

CRM software

Case management software

Microsoft Office

Job description

NuCO2 Inc. is seeking a Customer Resolution Manager to lead a team of specialists focused on resolving complex customer concerns across service delivery, pricing, billing, contracts, and account management.

The role emphasizes advocacy, escalation management, and cross-functional collaboration to strengthen customer trust. The ideal candidate will bring strong leadership, problem solving, and business judgment to drive retention, reduce churn, and maintain SLA commitments while fostering