Customer Resolution Specialist II (Team Lead)

Overview 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. Essential Duties And Responsibilities Monitor queue activity and help balance workload to support service level achievementProvide real‑time assistance to CRS at their desks, via MS Teams, or by taking warm‑transfer escalation callsServe as a subject matter expert for process execution, products and services, troubleshooting, system navigation, and case handlingAssist with complex customer issues and escalate cases requiring leadership approvalReview and recommend credits or adjustments for management approvalSupport payment processing and AR hold removal once issues are resolvedTrack aging cases and raise awareness to items requiring escalation or urgent attentionObserve interactions and identify coaching opportunities, share findings and insights with managementConduct routine checks of case documentation for accuracy and consistencyAssist with inbound queue coverage during peak periodsCollaborate cross-functionally to expedite resolutionsHelp team members stay organized while navigating multiple platforms and documenting case detailsProvide informal coaching, peer support, and knowledge‑sharing to drive improvementIdentify recurring issues or process gaps and recommend improvementsSupport reporting efforts by providing data, insights, or trends as requestedModel adherence to company policies, procedures, and compliance requirementsContribute to a positive, collaborative team environment that promotes engagement and continuous learningHandle written correspondence and case management of claims files with consumer agencies including but not limited to the BBB, Attorney General, and Department of Consumer AffairsCollaborate with company counsel on complaints involving legal matters or in which customers have retained counselServe as a point of contact for escalated matters in the manager’s absence, routing contacts appropriately to ensure business continuity Education & Experience High School Diploma or GED required3–5 years customer service and complaint resolution experience (contact center environment preferred)Prior experience as a senior specialist, mentor, team lead or supervisor preferredProficient in Windows‑based systemsFamiliar with Microsoft Outlook and TeamsAble to type 35+ WPMAble to read and comprehend written correspondence, process documents, training materials, and job aids Preferred Experience Bilingual in conversational Spanish Success Attributes Leads with a safety‑first mindsetTreats everyone with respect and courtesyDemonstrates integrity in all actionsComfortable supporting peers through ambiguitySkilled in problem‑solving and conflict de‑escalationActs as a positive role model for teamwork and accountability 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.