Customer Resolution Specialist

Nuco2 Inc.; Florida; On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health Insurance

Paid holidays and vacation

401(k) retirement plan

Employee discounts

Education and professional development

Job summary

NuCO2 Inc. is seeking a Customer Resolution Specialist to act as an escalation point for other departments to resolve customer disputes.

This role blends sales and customer service, requiring strong relationships with internal and external customers and a proactive approach to problem solving. You will handle billing inquiries, generate service metric reports, and drive customer experience by delivering accurate, timely responses while meeting quality and productivity goals in a fast-paced

Qualifications

• High School Diploma or equivalent is required or preferred.
• Associate's degree in business administration or accounting is preferred.
• Excellent verbal and written communication skills.
• Ability to write reports and business correspondence clearly.
• Strong customer service skills and problem solving ability.

Responsibilities

• Act as escalation point for customer issues to resolve disputes promptly.
• Follow up with internal departments on agreed customer actions.
• Provide scheduled and ad hoc reports for service metrics.
• Research and resolve invoice inquiries related to plans and services.
• Maintain accurate work orders and pricing documents.
• Support the customer experience to prevent escalations.

Skills

Verbal communication

Written communication

Customer service

Multitasking

Teamwork

Analytical thinking

Ownership mindset

Education

High School Diploma or equivalent

Associate's degree in Business Administration or Accounting

Tools

Microsoft Office

Job 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
• Independent worker
• Ability to deal effectively with ambiguity
• Achievement/results driven
• 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.