Customer Solutions Supervisor

Nuco2 Inc.; Town of Florida (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental and vision insurance

401(k) matching

Paid time off

Tuition reimbursement

Professional development

Job summary

NuCO2 Inc. is seeking a Customer Solutions Supervisor (CSS) to lead a team of Specialists delivering exceptional customer support in a fast-paced, 24/7 environment. The CSS ensures quality, schedule adherence, and continuous improvement while coaching and supporting team members.

The role requires strong communication, decisive problem-solving, and cross-functional collaboration to resolve high-visibility issues and maintain service levels. Evening and weekend availability is required.

Qualifications

• 5+ years total relevant experience in customer service or operations.
• 3+ years in a customer service role (contact center preferred).
• 2+ years in a supervisor or manager role leading teams of 10+.
• Proficient in Windows-based systems; familiar with Microsoft Outlook and Teams.
• Able to type 35+ WPM; able to read and comprehend process docs and job aids.

Responsibilities

• Monitor queue activity, workload distribution, and team productivity to meet service levels.
• Provide real-time support to Specialists via MS Teams or escalation calls.
• Serve as SME for complex cases, negotiations, and de‑escalation.
• Primary escalation point for issues beyond Specialists’ scope.
• Authorize and process credits or adjustments within authority limits.
• Process payments and remove AR holds once issues are resolved.

Skills

Customer service

Supervisory leadership

MS Teams

Outlook

Windows-based systems

Typing 35+ WPM

Education

High School Diploma or GED

Tools

MS Teams

Outlook

Windows

Job description

Overview

NuCO2 is the leading national provider of beverage‑grade carbon dioxide, draught beer‑grade nitrogen, and beverage‑gas safety solutions. The Customer Solutions Supervisor (CSS) leads a team of Specialists responsible for delivering exceptional customer support, resolving complex issues, and maintaining high service standards. This role drives operational execution and productivity of their assigned team by ensuring quality standards, process compliance, schedule adherence, and accountability to measurable objectives are consistently administered. The CSS provides daily coaching, real‑time support, and operational oversight to ensure team members feel supported and engaged. The CSS partners closely with their peers to ensure departmental service levels are achieved. The Supervisor manages high‑visibility escalations, partners cross‑functionally to resolve customer concerns, and drives continuous improvement across the team. Successful candidates are strong communicators, confident decision makers, and skilled problem solvers who thrive in a fast‑paced, customer‑focused environment. This role is based in our 24/7 Customer Support Center; evening and weekend availability is required.

Essential Duties and Responsibilities

• Monitor queue activity, workload distribution, and team productivity to ensure service levels are consistently achieved and to prevent aging cases
• Provide real‑time support to Specialists at their desks, via MS Teams, or by accepting escalation calls
• Serve as a subject matter expert for complex cases, troubleshooting, customer negotiations, and de‑escalation tactics
• Act as the primary escalation point for issues beyond the scope of Specialists
• Authorize and process credits or adjustments within established authority limits
• Process payments and remove AR holds once issues are resolved
• Observe associate interactions to identify and address coaching opportunities
• Audit case notes and call recordings to ensure quality and process adherence
• Assist with inbound queue coverage during peak periods
• Generate or approve delivery and service escalations
• Partner cross‑functionally to expedite urgent resolutions
• Ensure team members stay organized while navigating multiple platforms and documenting case details
• Deliver coaching, feedback, and support to drive individual and team improvement
• Identify process gaps or recurring issues and collaborate cross‑functionally to implement solutions
• Manage associate timecards and time‑off requests
• Report weekly, monthly, and quarterly on team performance
• Maintain adherence to all policies, procedures, and compliance requirements
• Foster a positive, collaborative team environment that promotes accountability, engagement, and continuous learning

Education & Experience

• High School Diploma or GED required
• 5+ years total relevant experience, including:
  • 3+ years in customer service (contact center preferred)
  • 2+ years in a supervisor or manager role leading teams of 10+
• Proficient in Windows‑based systems
• 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

Preferred Experience

Bilingual in conversational Spanish

Success Attributes

• Leads with a safety‑first mindset
• Treats everyone with respect and courtesy
• Demonstrates integrity in all actions
• Comfortable with ambiguity and decision‑making
• Skilled in navigating conflict and difficult conversations
• Exhibits consistent and fair leadership

In exchange for your contributions to the organization, Nuco2 provides employees with a full benefit package to include medical, dental, vision and prescription, matching 401K savings, paid time off, tuition reimbursement, and much more.

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.