Customer Resolution Manager

Job Description

Job Description

Overview

NuCO2 is a leading national provider of beverage-grade carbon dioxide, draught beer-grade nitrogen, and beverage gas safety solutions. The Customer Resolution Manager is responsible for leading a team of Customer Resolution Specialists who resolve complex customer concerns related to service delivery, pricing, billing, contracts, account management, and other escalated issues.

This role serves as a key liaison between customers and internal departments, ensuring concerns are investigated thoroughly, resolved professionally, and addressed in a manner that strengthens customer trust and loyalty. The Customer Resolution Manager is accountable for driving customer retention, reducing account attrition, preventing contract cancellations, achieving service level commitments, and maintaining a high-performing team focused on delivering exceptional customer outcomes. The ideal candidate is an experienced people leader with strong problem-solving skills, sound business judgment, and a passion for customer advocacy.

Essential Duties and Responsibilities

Team Leadership & Performance Management

• Lead, coach, and develop a team of Customer Resolution Specialists.
• Establish individual and team measurable objectives and development plans.
• Monitor productivity, quality, customer outcomes, and performance metrics.
• Conduct routine coaching, performance reviews, and career development discussions.
• Hold team members accountable for performance expectations through ongoing coaching and performance management.
• Monitor individual and team performance trends and implement action plans to address performance gaps and/or developmental opportunities.
• Foster a culture of accountability, urgency, and continuous improvement.
• Lead regular team meetings to communicate priorities, performance results, and reinforce operational objectives.
• Manage staffing levels, scheduling, and workload distribution to meet business needs.

Customer Complaint Resolution & Retention

• Oversee the investigation and resolution of escalated customer complaints
• Ensure timely and consistent resolution of concerns involving service delivery, billing disputes, pricing discrepancies, contract terms, equipment issues, and account management requests
• Lead efforts to retain at-risk customers by resolving concerns, rebuilding customer confidence, and preventing account attrition and contract cancellations
• Develop and execute customer retention strategies that balance customer needs with company objectives
• Review and approve resolutions involving significant customer impact, high-value accounts, or elevated financial risk
• Act as an escalation point for customers, business partners, and internal stakeholders when necessary, taking ownership of case management when necessary to prevent further escalation
• Partner with company counsel on cases related to legal matters or when customers have retained counsel
• Manage accurate and timely responses to agency claims such as BBB, Attorney General, Department of Consumer Affairs
• Partner cross-functionally to drive action on escalated matters, preserving customer relationships and reducing preventable customer churn
• Ensure root causes are identified and actions are implemented when appropriate

Operational Excellence & Continuous Improvement

• Ensure Service Level Agreement (SLA) commitments are consistently achieved through effective workload management, prioritization, and resource allocation.
• Monitor and actively manage aging case inventories to ensure timely resolution and prevent backlogs.
• Establish processes and controls that improve case ownership, response times, and resolution effectiveness.
• Analyze complaint trends and recurring customer issues to identify opportunities for process improvement.
• Identify root causes driving customer complaints, account attrition, and repeat contacts, and implement corrective actions.
• Partner with cross-functional teams to solution systemic issues which impacting the customer experience.
• Develop and implement process improvements that reduce customer effort, improve retention, and enhance operational efficiency.
• Ensure compliance with company policies, procedures, and service standards.
• Maintain accurate records and documentation of complaints and resolutions.
• Support special projects and initiatives focused on customer experience and operational performance.

Reporting & Business Insights

• Monitor and report key metrics including complaint volume, resolution time, customer satisfaction, retention rates, contract cancellations, escalation rates, SLA attainment, backlog levels, and case aging
• Analyze trends related to customer dissatisfaction, account losses, and escalations, and develop recommendations to improve business performance
• Prepare and present performance reports, findings, and action plans
• Utilize customer feedback and operational data to drive decision-making and continuous improvement efforts
• Identify emerging customer experience risks and recommend proactive solutions to improve retention and satisfaction

Key Competencies

• Strong leadership and people-development skills
• Advanced conflict resolution and de-escalation abilities
• Excellent verbal and written communication skills
• Customer advocacy and relationship management
• Performance management and coaching expertise
• Analytical and critical-thinking capabilities
• Data analysis and reporting proficiency
• Sound decision-making and business judgment
• Customer retention and relationship preservation strategies
• Process improvement mindset
• Cross-functional collaboration and influence
• Organizational and time-management skills
• Ability to remain calm and effective in high-pressure situations

Education & Experience

• High School Diploma or GED required; Associate's or Bachelor's degree preferred
• 5+ years of customer service, customer support, account management, complaint resolution, or contact center experience
• 3+ years of leadership experience managing customer service, complaint resolution, escalation, retention, or contact center teams
• Proven experience handling complex customer issues involving service, pricing, billing, contracts, or account management
• Demonstrated success improving customer satisfaction, retention, and operational performance
• Experience working with CRM, case management, and customer service software applications
• Proficient in Windows-based computer systems
• Proficient in Microsoft Office applications, including Excel, Outlook, and Teams
• Demonstrated ability to lead teams in a fast-paced, customer-focused environment

Preferred Qualifications

• Experience leading customer retention, executive escalation, complaint resolution, or customer advocacy teams.
• Bilingual (English/Spanish) preferred.

Key Results

The Customer Resolution Manager is accountable for:

• Customer complaint resolution effectiveness
• Customer retention and attrition reduction
• Contract cancellation prevention
• SLA attainment
• Case aging and backlog management
• Escalation management
• Customer satisfaction improvement
• Team productivity and quality performance
• Employee engagement and development
• Continuous process improvement

Success Attributes

• Leads with a safety-first mindset.
• Approaches every activity with integrity and accountability.
• Builds trust and credibility with customers and employees.
• Champions the voice of the customer.
• Maintains professionalism during difficult conversations.
• Drives resolution rather than assigning blame.
• Embraces change and continuous improvement.
• Communicates openly and effectively across all levels of the organization.
• Learns quickly when facing new or unfamiliar challenges.
• Contributes positively to NuCO2's culture and business goals.

Physical Requirements

• Sit for extended periods of time.
• Frequent use of computers, keyboards, and telephone equipment.
• Clear verbal communication (speaking) and auditory comprehension (listening).
• Ability to read computer screens and documents at close range.
• Frequent use of hands for typing, mouse manipulation, and handling telephone or headset equipment.

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.