Customer Resolution & Retention Leader

Nuco2 Inc.; Florida; In loco; USD 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, vision & prescription

401(k) with matching

Paid time off

Tuition reimbursement

Descrizione del lavoro

NuCO2 is seeking a Customer Resolution Manager to lead a team of Customer Resolution Specialists, resolve complex escalations, and strengthen customer trust across service delivery, pricing, billing, contracts and account management.

You will drive retention, reduce attrition, and ensure SLA performance while coaching for continuous improvement, cross-functional collaboration, and data-driven decision making in a fast-paced environment.

Competenze

• 5+ years of customer service, customer support, account management, complaint resolution, or contact center experience.
• 3+ years of leadership experience managing customer service, complaint resolution, escalation, retention, or contact center teams.
• Proven experience handling complex customer issues involving service, pricing, billing, contracts, or account management.

Mansioni

• Lead, coach, and develop a team of Customer Resolution Specialists.
• Establish objectives and development plans.
• Monitor productivity, quality and performance metrics.
• Conduct coaching and performance reviews.
• Handle escalation and ensure timely resolutions.
• Partner cross-functionally to drive action on escalated matters.
• Ensure SLA commitments and case aging management.
• Prepare performance reports and insights.

Conoscenze

Team Leadership

Performance Management

Customer Resolution

Retention & Churn Reduction

SLA Management

Root Cause Analysis

Data Analysis

Communication

Decision Making

Formazione

High School Diploma or GED

Associate Degree

Bachelor’s Degree

Strumenti

CRM Software

Case Management

Windows

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Descrizione del lavoro

NuCO2 is seeking a Customer Resolution Manager to lead a team of Customer Resolution Specialists, resolve complex escalations, and strengthen customer trust across service delivery, pricing, billing, contracts and account management.

You will drive retention, reduce attrition, and ensure SLA performance while coaching for continuous improvement, cross-functional collaboration, and data-driven decision making in a fast-paced environment.