Senior Customer Resolution Specialist

Nuco2 Inc.

Town of Florida (NY)

On-site

USD 45,000 - 65,000

Full time

9 days ago

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Job summary

NuCO2 Inc. is seeking a Customer Resolution Specialist II (CRSII) to support a team of CRS professionals. You will provide day-to-day guidance, real‑time assistance, and subject‑matter expertise, helping coordinate workflow and ensuring adherence to processes.

You will escalate issues, help improve case handling, and coach teammates to deliver high-quality customer service in a fast-paced environment. Strong communication and collaboration are essential.

Qualifications

High School Diploma or GED required.
3–5 years customer service and complaint resolution experience (contact center environment preferred).
Proficient in Windows-based systems; familiar with Microsoft Outlook and Teams.
Able to type 35+ WPM; read and comprehend written correspondence, process documents, training materials and job aids.

Responsibilities

Monitor queue activity and balance workload to support service levels.
Provide real-time assistance to CRS at desks or via MS Teams; take warm-transfer escalation calls.
Serve as SME for process execution, products, services, troubleshooting, and case handling.
Assist with complex customer issues and escalate where leadership approval is needed.
Review credits or adjustments for management approval; support payment processing and AR holds.

Skills

Customer service

Complaint resolution

Team collaboration

Education

High School Diploma or GED

Tools

MS Teams

Microsoft Outlook

Windows-based systems

Job description

You will escalate issues, help improve case handling, and coach teammates to deliver high-quality customer service in a fast-paced environment. Strong communication and collaboration are essential.

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