Customer Resolution Specialist

Nuco2 Inc.; Florida; On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Disability insurance

Life insurance

Paid holidays

Vacation

Job summary

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.

Responsibilities

• 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.

Skills

Customer service

Communication skills

Analytical thinking

Multitasking

Team collaboration

Education

High School Diploma or equivalent

Associate's in business administration or accounting preferred

Tools

Microsoft Office

Job description

Description

Reporting to the Sr. Manager of Customer Resolution and Retention. The primary focus of the Customer Resolution Specialist is to act as an escalation point for other departments to resolve customer disputes. This position is both sales and customer service focused, which requires experience having contact with both internal and external customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work with internal functional heads to follow-up on agreed customer actions and problem repairs.
• Proactively identify and resolve any issues that could compromise customer loyalty – involving data set up, invoicing and equipment service.
• Provide customers with both scheduled and ad hoc report request for key service metrics.
• Deliver excellent customer service by efficiently researching and resolving invoice inquiries related to plan types and services provided by NuCO2.
• Respond accurately and timely to the customer and the NuCO2 organization as subject matter experts.
• Proactively respond to customers to drive the customer experience and prevent potential escalations.
• Act as the escalation point for any customer issues and facilitate appropriate response in a timely manner including submitting any account adjustments or changes.
• Keep all work orders and cases within established guidelines.
• Ensure any shared documents including customer contracts and pricing documents are accurate and current.
• Meet and exceed quality goals, productivity targets, and other KPI’s as indicated.

QUALIFICATIONS:

• Ability to successfully plan, prioritize and complete projects in the shortest, most efficient manner.
• Ability to create and maintain strong customer relationships.
• Effectively write reports and business correspondence.
• Effectively present information and respond to questions from individuals or groups of managers and customers.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to interpret a variety of instructions in various formats such as written, oral, diagram, or schedule form.
• Excellent verbal and written communication skills.
• Excellent customer service skills, the ability to go above and beyond to meet customer needs.
• Extremely proficient with various Microsoft Office programs (Word, Excel, Outlook, PowerPoint)
• Must be very organized and detail oriented.
• Ability to multi-task and interact well with management.
• Ability to interact well in a team environment as well as independently; must work well in a fast-paced environment.

EDUCATION AND TRAINING:

• High School Diploma or equivalent
• Associate's in business administration or accounting preferred

EXPERIENCE:

• Minimum of one year experience in a sales coordinator or administrative assistant position
• 2 years of customer service experience
• Previous experience working in billing or account resolution field

  INTERACTION:

  The Customer Resolution Specialist will interact with all levels of the NuCO2 organization as well as external customers. Customer interaction will include all levels of management, Accounts Payable and location based personal.

  COMMUNICATION AND COGNITIVE ABILITIES:

  • Displays strong analytical qualities
  • Passion for delivering results to customers
  • Consistently strives to achieve results with a high level of accuracy and precision
  • Willingness/enthusiasm for accepting responsibility and accountability; an “ownership mentality”
  • Extremely resourceful and enthusiastic
  • Accepts full responsibility for results
  • Strives to continuously improve customer satisfaction
  • Strong work ethic
  • Ability to deal effectively with ambiguity
  • High-energy individual
  • Ability to foster strong relationships with colleagues/customers
  • Recognized as a source of expertise and possessing a distinct point of view

  NuCO2 provides competitive pay and an exceptional benefits package, including health, dental, disability, and life insurance; paid holidays and vacation; a 401(k)-retirement plan; employee discounts; and opportunities for educational and professional development. Additional compensation may vary depending on the position and organizational level. Build your future with us while making an impact every day!

  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.

  Education

  Associates or better in Business Administration or related field.

  High School or better.

  Experience

  2 years: Customer Service, Sales Coordinator, Administrative Assistant, billing or account resolution field experience.

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
  This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.