What are the responsibilities and job description for the Customer Service Specialist position at NuCO2 Management LLC?
NuCO2 is the largest national provider of beverage grade liquid CO2 to the food service and hospitality industry. The Customer Care Representative is the first point of contact for our customers and is expected to meet or exceed their expectations with the initial and follow-up calls for the products and services the company offers. The working schedule for this position is Sunday through Thursday.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Delivering “WOW” Service by answering a preset number of inbound calls based on scheduled shift and performing diagnostic troubleshooting of NuCO2 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
- Duties include, but are not limited to, remote troubleshooting of bulk CO2 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 NuCO2 and being courteous and efficient in all interactions
- Meeting all call handling metrics for productivity, accuracy and quality
The selected candidate must:
- 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.
- Restaurant/Food Service/Manufacturing and or mechanical background highly desired
- Ability to work various shifts that will include evenings, weekends, and holidays
- Must be flexible to work overtime when required
- Ability to speak a second language is a plus
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.
Experience
Required- 3 year(s): Customer support experience, Strong communication and critical thinking skills
Education
Required- High School or better
Skills
Required- Microsoft Office
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)
