Customer Resolution Specialist II (Team Lead)

Job Description

Job Description

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 achievement
• Provide real‑time assistance to CRS at their desks, via MS Teams, or by taking warm‑transfer escalation calls
• Serve as a subject matter expert for process execution, products and services, troubleshooting, system navigation, and case handling
• Assist with complex customer issues and escalate cases requiring leadership approval
• Review and recommend credits or adjustments for management approval
• Support payment processing and AR hold removal once issues are resolved
• Track aging cases and raise awareness to items requiring escalation or urgent attention
• Observe interactions and identify coaching opportunities, share findings and insights with management
• Conduct routine checks of case documentation for accuracy and consistency
• Assist with inbound queue coverage during peak periods
• Collaborate cross-functionally to expedite resolutions
• Help team members stay organized while navigating multiple platforms and documenting case details
• Provide informal coaching, peer support, and knowledge‑sharing to drive improvement
• Identify recurring issues or process gaps and recommend improvements
• Support reporting efforts by providing data, insights, or trends as requested
• Model adherence to company policies, procedures, and compliance requirements
• Contribute to a positive, collaborative team environment that promotes engagement and continuous learning
• Handle written correspondence and case management of claims files with consumer agencies including but not limited to the BBB, Attorney General, and Department of Consumer Affairs
• Collaborate with company counsel on complaints involving legal matters or in which customers have retained counsel
• Serve 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 required
• 3–5 years customer service and complaint resolution experience (contact center environment preferred)
• Prior experience as a senior specialist, mentor, team lead or supervisor preferred
• Proficient in Windows‑based systems
• Familiar with Microsoft Outlook and Teams
• Able to type 35+ WPM
• Able 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 mindset
• Treats everyone with respect and courtesy
• Demonstrates integrity in all actions
• Comfortable supporting peers through ambiguity
• Skilled in problem‑solving and conflict de‑escalation
• Acts 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.