Customer Resolution Manager

NuCO2•Stuart, FL

1d•Onsite

About The Position

NuCO2 is a leading national provider of beverage-grade carbon dioxide, draught beer-grade nitrogen, and beverage gas safety solutions. The Customer Resolution Manager is responsible for leading a team of Customer Resolution Specialists who resolve complex customer concerns related to service delivery, pricing, billing, contracts, account management, and other escalated issues. This role serves as a key liaison between customers and internal departments, ensuring concerns are investigated thoroughly, resolved professionally, and addressed in a manner that strengthens customer trust and loyalty. The Customer Resolution Manager is accountable for driving customer retention, reducing account attrition, preventing contract cancellations, achieving service level commitments, and maintaining a high-performing team focused on delivering exceptional customer outcomes. The ideal candidate is an experienced people leader with strong problem-solving skills, sound business judgment, and a passion for customer advocacy.

Requirements

High School Diploma or GED required; Associate's or Bachelor's degree preferred
5+ years of customer service, customer support, account management, complaint resolution, or contact center experience
3+ years of leadership experience managing customer service, complaint resolution, escalation, retention, or contact center teams
Proven experience handling complex customer issues involving service, pricing, billing, contracts, or account management
Demonstrated success improving customer satisfaction, retention, and operational performance
Experience working with CRM, case management, and customer service software applications
Proficient in Windows-based computer systems
Proficient in Microsoft Office applications, including Excel, Outlook, and Teams
Demonstrated ability to lead teams in a fast-paced, customer-focused environment
Strong leadership and people-development skills
Advanced conflict resolution and de-escalation abilities
Excellent verbal and written communication skills
Customer advocacy and relationship management
Performance management and coaching expertise
Analytical and critical-thinking capabilities
Data analysis and reporting proficiency
Sound decision-making and business judgment
Customer retention and relationship preservation strategies
Process improvement mindset
Cross-functional collaboration and influence
Organizational and time-management skills
Ability to remain calm and effective in high-pressure situations

Nice To Haves

Experience leading customer retention, executive escalation, complaint resolution, or customer advocacy teams.
Bilingual (English/Spanish) preferred.

Responsibilities

Lead, coach, and develop a team of Customer Resolution Specialists.
Establish individual and team measurable objectives and development plans.
Monitor productivity, quality, customer outcomes, and performance metrics.
Conduct routine coaching, performance reviews, and career development discussions.
Hold team members accountable for performance expectations through ongoing coaching and performance management.
Monitor individual and team performance trends and implement action plans to address performance gaps and/or developmental opportunities.
Foster a culture of accountability, urgency, and continuous improvement.
Lead regular team meetings to communicate priorities, performance results, and reinforce operational objectives.
Manage staffing levels, scheduling, and workload distribution to meet business needs.
Oversee the investigation and resolution of escalated customer complaints.
Ensure timely and consistent resolution of concerns involving service delivery, billing disputes, pricing discrepancies, contract terms, equipment issues, and account management requests.
Lead efforts to retain at-risk customers by resolving concerns, rebuilding customer confidence, and preventing account attrition and contract cancellations.
Develop and execute customer retention strategies that balance customer needs with company objectives.
Review and approve resolutions involving significant customer impact, high-value accounts, or elevated financial risk.
Act as an escalation point for customers, business partners, and internal stakeholders when necessary, taking ownership of case management when necessary to prevent further escalation.
Partner with company counsel on cases related to legal matters or when customers have retained counsel.
Manage accurate and timely responses to agency claims such as BBB, Attorney General, Department of Consumer Affairs.
Partner cross-functionally to drive action on escalated matters, preserving customer relationships and reducing preventable customer churn.
Ensure root causes are identified and actions are implemented when appropriate.
Ensure Service Level Agreement (SLA) commitments are consistently achieved through effective workload management, prioritization, and resource allocation.
Monitor and actively manage aging case inventories to ensure timely resolution and prevent backlogs.
Establish processes and controls that improve case ownership, response times, and resolution effectiveness.
Analyze complaint trends and recurring customer issues to identify opportunities for process improvement.
Identify root causes driving customer complaints, account attrition, and repeat contacts, and implement corrective actions.
Partner with cross-functional teams to solution systemic issues which impacting the customer experience.
Develop and implement process improvements that reduce customer effort, improve retention, and enhance operational efficiency.
Ensure compliance with company policies, procedures, and service standards.
Maintain accurate records and documentation of complaints and resolutions.
Support special projects and initiatives focused on customer experience and operational performance.
Monitor and report key metrics including complaint volume, resolution time, customer satisfaction, retention rates, contract cancellations, escalation rates, SLA attainment, backlog levels, and case aging.
Analyze trends related to customer dissatisfaction, account losses, and escalations, and develop recommendations to improve business performance.
Prepare and present performance reports, findings, and action plans.
Utilize customer feedback and operational data to drive decision-making and continuous improvement efforts.
Identify emerging customer experience risks and recommend proactive solutions to improve retention and satisfaction.