Customer Resolution Specialist II (Team Lead)

Overview NuCO2•Stuart, FL

6d•Onsite

About The Position

NuCO2 is the leading national provider of beverage-grade carbon dioxide, draught beer-grade nitrogen, and beverage-gas safety solutions. The Customer Resolution Specialist II (CRSII) supports a team of Customer Resolutions Specialists (CRS) by providing day-to-day guidance, real-time assistance, and subject-matter expertise. This role helps coordinate workflow, ensures adherence to processes, and supports the team in delivering high-quality customer service. The CRSII assists with complex cases, monitors queue activity, and identifies opportunities for improvement, while escalating issues requiring formal authority to the Supervisor. Successful candidates are strong communicators, collaborative problem solvers, and trusted peer leaders who thrive in a fast-paced, customer-focused environment.

Requirements

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
Able to read and comprehend written correspondence, process documents, training materials, and job aids

Nice To Haves

Prior experience as a senior specialist, mentor, team lead or supervisor preferred
Bilingual in conversational Spanish

Responsibilities

Monitor queue activity and help 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 escalate 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 and insights with management
Conduct routine checks of case documentation for accuracy and consistency
Assist with inbound queue coverage during peak periods
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
Support reporting efforts by providing data, insights, or trends as requested
Model adherence to company policies, procedures, and compliance requirements
Contribute to a positive, collaborative team environment that promotes engagement and continuous learning
Handle written correspondence and case management of claims files with consumer agencies including but not limited to the BBB, Attorney General, and Department of Consumer Affairs
Collaborate with company counsel on complaints involving legal matters or in which customers have retained counsel
Serve as a point of contact for escalated matters in the manager’s absence, routing contacts appropriately to ensure business continuity