Customer Resolution Manager

Overview 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. Essential Duties And Responsibilities Team Leadership & Performance Management 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. Customer Complaint Resolution & Retention Oversee the investigation and resolution of escalated customer complaintsEnsure timely and consistent resolution of concerns involving service delivery, billing disputes, pricing discrepancies, contract terms, equipment issues, and account management requestsLead efforts to retain at-risk customers by resolving concerns, rebuilding customer confidence, and preventing account attrition and contract cancellationsDevelop and execute customer retention strategies that balance customer needs with company objectivesReview and approve resolutions involving significant customer impact, high-value accounts, or elevated financial riskAct as an escalation point for customers, business partners, and internal stakeholders when necessary, taking ownership of case management when necessary to prevent further escalationPartner with company counsel on cases related to legal matters or when customers have retained counselManage accurate and timely responses to agency claims such as BBB, Attorney General, Department of Consumer AffairsPartner cross-functionally to drive action on escalated matters, preserving customer relationships and reducing preventable customer churnEnsure root causes are identified and actions are implemented when appropriate Operational Excellence & Continuous Improvement 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. Reporting & Business Insights Monitor and report key metrics including complaint volume, resolution time, customer satisfaction, retention rates, contract cancellations, escalation rates, SLA attainment, backlog levels, and case agingAnalyze trends related to customer dissatisfaction, account losses, and escalations, and develop recommendations to improve business performancePrepare and present performance reports, findings, and action plansUtilize customer feedback and operational data to drive decision-making and continuous improvement effortsIdentify emerging customer experience risks and recommend proactive solutions to improve retention and satisfaction Key Competencies Strong leadership and people-development skillsAdvanced conflict resolution and de-escalation abilitiesExcellent verbal and written communication skillsCustomer advocacy and relationship managementPerformance management and coaching expertiseAnalytical and critical-thinking capabilitiesData analysis and reporting proficiencySound decision-making and business judgmentCustomer retention and relationship preservation strategiesProcess improvement mindsetCross-functional collaboration and influenceOrganizational and time-management skillsAbility to remain calm and effective in high-pressure situations Education & Experience High School Diploma or GED required; Associate's or Bachelor's degree preferred5+ years of customer service, customer support, account management, complaint resolution, or contact center experience3+ years of leadership experience managing customer service, complaint resolution, escalation, retention, or contact center teamsProven experience handling complex customer issues involving service, pricing, billing, contracts, or account managementDemonstrated success improving customer satisfaction, retention, and operational performanceExperience working with CRM, case management, and customer service software applicationsProficient in Windows-based computer systemsProficient in Microsoft Office applications, including Excel, Outlook, and TeamsDemonstrated ability to lead teams in a fast-paced, customer-focused environment Preferred Qualifications Experience leading customer retention, executive escalation, complaint resolution, or customer advocacy teams.Bilingual (English/Spanish) preferred. Key Results The Customer Resolution Manager is accountable for: Customer complaint resolution effectivenessCustomer retention and attrition reductionContract cancellation preventionSLA attainmentCase aging and backlog managementEscalation managementCustomer satisfaction improvementTeam productivity and quality performanceEmployee engagement and developmentContinuous process improvement Success Attributes Leads with a safety-first mindset.Approaches every activity with integrity and accountability.Builds trust and credibility with customers and employees.Champions the voice of the customer.Maintains professionalism during difficult conversations.Drives resolution rather than assigning blame.Embraces change and continuous improvement.Communicates openly and effectively across all levels of the organization.Learns quickly when facing new or unfamiliar challenges.Contributes positively to NuCO2's culture and business goals. Physical Requirements Sit for extended periods of time.Frequent use of computers, keyboards, and telephone equipment.Clear verbal communication (speaking) and auditory comprehension (listening).Ability to read computer screens and documents at close range.Frequent use of hands for typing, mouse manipulation, and handling telephone or headset equipment. 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.