Customer Service Specialist

NuCO2•Stuart, FL

4d•Onsite

About The Position

This is an onsite position requiring daily reporting to HQ. The role involves delivering exceptional customer service by handling inbound calls, performing diagnostic troubleshooting of NuCO2 equipment for beverage carbonation systems, and utilizing deductive reasoning to resolve caller issues while adhering to safety protocols. Responsibilities include remote troubleshooting of CO2 tanks, nitrogen generators, and gas blenders, analyzing delivery and usage history, identifying root causes, processing customer requests for delivery and service, collaborating with other departments, processing sales leads and payments, and conveying product/program details. The specialist is expected to act independently, find creative solutions, communicate effectively, manage job-specific information, and demonstrate accountability. The role also involves challenging the status quo, proper call coding, documentation, routing, meeting call handling metrics, and maintaining a positive attitude.

Requirements

Must be able to attend a 3-week onsite training class upon starting
Must be able to report to HQ daily as this is an onsite position
High school diploma or general education degree (GED)
Two years of customer service experience in a call center environment preferably in retail, airline, food service or service delivery industry
Ability to work various shifts that will include evenings, weekends, and holidays
Must be flexible to work overtime when required

Nice To Haves

Restaurant/Food Service/Manufacturing and or mechanical background highly desired
Ability to speak a second language is a plus

Responsibilities

Delivering “WOW” Service by answering a preset number of inbound calls based on scheduled shift and performing diagnostic troubleshooting of NuCO 2 equipment as it relates to beverage carbonation
Utilizing deductive reasoning to ask probing questions, gather information and determine the correct course of action for each caller while ensuring all safety protocols are adhered to strictly
Remote troubleshooting of bulk CO 2 tanks, Nitrogen generators and gas blenders for soda fountains and beer systems
Analysis of delivery and usage history
Root cause identification
Accurately processing customer requests for delivery & service
Collaboration with other departments for escalation of critical matters
Processing sales leads
Payment processing
Understanding/conveying details about products and programs for all beverage carbonation solutions offered
Demonstrating independence and initiative to find creative, unique solutions to complex issues
Effectively communicating with customers to obtain pertinent information & understand their requests
Effectively managing a heavy influx of job specific information via email updates and memos and demonstrating accountability for acting immediately on such updates
Acting Like An Owner as it relates to building job knowledge by demonstrating focus on information retention in training classes as well on the job coaching and inquisitively asking questions
Seeking ways to respectfully challenge the status quo and current practices to answer the questions “What more can we do?” and “”How can we do this better?”
Determining proper call coding, documentation and routing
Demonstrating a positive attitude about NuCO 2 and being courteous and efficient in all interactions
Meeting all call handling metrics for productivity, accuracy and quality