Supervisor Customer Resolution

NuCO2 is the nation’s leading provider of certified beverage grade carbon dioxide and draught beer grade nitrogen, providing continuous service to more than 150,000 customer locations and carbonating millions of beverages every day. With nearly 1,200 employees in over 150 locations across the United States, we believe using the finest ingredients is essential to serving the best beverages. Safety is our top priority and NuCO2 is defined by it. We provide a best-in-class safety program, and our safety equipment complies with national and international safety standards.

OVERVIEW

This critical role will supervise the Customer Resolution team in ensuring that customer experience is the ultimate priority. They will supervise the movement of all primary cases that flow through the case management process from customer resolution and analyze customer feedback, negotiate with customers, and provide opportunities of improvement to leadership in order to obtain the overall goal of customer excellence. The Supervisor of Customer Resolution will also play a critical role in presenting new ideas to streamline the case management process and workflow from case initiation to case completion.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise a team of customer resolution specialists responsible for handling customer disputes
• Analyze common invoice issues and liaise with the back office to prioritize them and provide feedback to leadership on potential permanent resolutions to the problems
• Handle escalated customer issues in order to save the business
• Provide the team with ongoing case resolution and quality customer communication training
• Continuously motivate the team to maximize results
• Develop and implement initiatives to reduce invoice complaints and improve customer retention
• Review and approve credit concessions to ensure they follow the proper business rational and are aligned with the defined selling rules
• Foster a positive, customer focused culture within the support team, instilling the values of safety commitment, sincere and accountable servant leadership, and service excellence
• Coach and develop all team members to maximize employee engagement and productivity

QUALIFICATIONS:

• AA Degree in Business or Related Business Experience
• 3-5 years supervisory and/or previous management experience
• Minimum of three years’ experience in a Call Center Environment preferred
• JDE Case Management experience preferred
• General knowledge of bulk fill procedures, installation procedures, DOT and Safety requirements preferred
• Is an energetic role model and leader who projects a positive attitude about NuCO2
• Passion for customer experience by consistently going above and beyond their expectations
• Dedicated to the growth and development of the Retention & Customer Resolution team members; focused on coaching and training
• Strong conflict-resolution and problem-solving skills
• Ability to remain calm and professional in stressful situations
• Good understanding of billing and invoicing systems, screens, and codes
• Ability to read and interpret documents such as contracts, pricing and equipment
• Ability to use multiple line telephone in ACD environment
• Organized and detail-oriented; able to manage time effectively
• Proficient in all Microsoft Office Applications and JDE

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)