Customer Resolution Specialist

About the role

Reporting to the Sr. Manager of Customer Resolution and Retention. The primary focus of the Customer Resolution Specialist is to act as an escalation point for other departments to resolve customer disputes. This position is both sales and customer service focused, which requires experience having contact with both internal and external customers. Build your future with us while making an impact every day!

Responsibilities

• Work with internal functional heads to follow-up on agreed customer actions and problem repairs.
• Proactively identify and resolve any issues that could compromise customer loyalty – involving data set up, invoicing and equipment service.
• Provide customers with both scheduled and ad hoc report request for key service metrics.
• Deliver excellent customer service by efficiently researching and resolving invoice inquiries related to plan types and services provided by NuCO2.
• Respond accurately and timely to the customer and the NuCO2 organization as subject matter experts.
• Proactively respond to customers to drive the customer experience and prevent potential escalations.
• Act as the escalation point for any customer issues and facilitate appropriate response in a timely manner including submitting any account adjustments or changes.
• Keep all work orders and cases within established guidelines.
• Ensure any shared documents including customer contracts and pricing documents are accurate and current.
• Meet and exceed quality goals, productivity targets, and other KPI’s as indicated.

Qualifications

• Ability to successfully plan, prioritize and complete projects in the shortest, most efficient manner.
• Ability to create and maintain strong customer relationships.
• Effectively write reports and business correspondence.
• Effectively present information and respond to questions from individuals or groups of managers and customers.