Customer Resolution Team Lead

Nuco2 Inc.; Florida; On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K matching

Paid time off

Tuition reimbursement

Professional development

Job summary

NuCO2 Inc. is seeking a Customer Resolution Specialist II (Team Lead) to guide a team of CRS professionals in a fast-paced, customer-focused environment. This role provides real-time support, ensures adherence to processes, and coordinates workload to meet service levels.

The ideal candidate has 3–5 years in customer service, strong communication, and familiarity with Outlook and Teams; bilingual Spanish is a plus. This position is on-site in the assigned location.

Qualifications

• High School Diploma or GED required.
• 3–5 years customer service and complaint resolution experience (contact center environment preferred).
• 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 elevate 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.
• Help team members stay organized while navigating multiple platforms and documenting case details.
• Provide informal coaching, peer support, and knowledge-sharing to drive improvement.
• Identify recurring issues or process gaps and recommend improvements.

Skills

Customer service

Complaint resolution

Microsoft Outlook

Microsoft Teams

Typing 35+ WPM

Reading and understanding documents

Bilingual Spanish

Education

High School Diploma or GED

Tools

Microsoft Outlook

Microsoft Teams

Job description

NuCO2 Inc. is seeking a Customer Resolution Specialist II (Team Lead) to guide a team of CRS professionals in a fast-paced, customer-focused environment. This role provides real-time support, ensures adherence to processes, and coordinates workload to meet service levels.

The ideal candidate has 3–5 years in customer service, strong communication, and familiarity with Outlook and Teams; bilingual Spanish is a plus. This position is on-site in the assigned location.