Customer Retention Manager

OVERVIEW

NuCO2, the largest nationwide provider of beverage grade CO2 in the United States. This position is responsible for improving customer retention and protecting the NuCO2 brand by effectively resolving escalated customer grievances with fair and reasonable solutions which refortify existing customer relationships. The Customer Retention Manager is responsible for establishing a single point of contact relationship with their assigned accounts, keeping the customer apprised of updates and working closely with field operations and back-office support teams to expedite and execute comprehensive solutions.

• Manage inbound customer calls and emails efficiently and professionally, ensuring all safety protocols and call-handling processes are consistently followed
• Apply soft skills such as active-listening, empathy, de-escalation, problem-solving, negotiation, and reassurance to consistently deliver positive and helpful interactions
• Set and meet follow-up expectations with customers
• Routinely review email / voicemail and respond promptly
• Adhere to all company policies and procedures
• Other customer support functions as assigned

Case Management

• Research and solution complex complaint cases, executive escalations, demand letters, and inquiries from consumer protection agencies
• Research and solution internally escalated complaint cases related to pricing, billing, service history, renovations, new owners, discontinued services, and payment holds.
• Schedule and execute routine check-ins with customers from assignment to resolution, keeping the customer informed of actions taken and expectations for follow-up
• Determine fair and reasonable resolution offers, calculate credits, and negotiate solutions
• Explain contract terms, service and delivery expectations, and billing/collections processes
• Renegotiate customer agreements within limits of authority to prevent account cancellation when credits / adjustments will not resolve the concern(s)
• Review customer contracts to identify and action opportunities for contract renewal, new equipment sales, and updating delivery frequency
• Provide account support by analyzing delivery and usage reports, providing contract copies, reviewing payment / credit statuses, and delivery / service schedules.

Technical Troubleshooting

• Perform remote troubleshooting for bulk CO2 tanks, Nitrogen generators, gas blenders, safety alerts, suspected leaks, and unresolved service concerns
• Ask qualitative questions to understand service disruptions and business impact
• Gather supporting details around service/delivery requests, case history, and outcomes
• Demonstrate proficiency in product/service knowledge

Documentation

• Accurately document every interaction, capturing the request reason, customer contact, account details, and all information provided by the customer relative to their inquiry
• Generate service tasks / escalations for outstanding repairs and/or inspections, etc.
• Authorize and process credits and adjustments in accordance with limits of authority
• Assist with payments and remove AR holds when issue resolutions are complete
• Work closely with field management, scheduling, dispatch, collections, and other relative support teams to expedite resolution timelines for urgent matters
• Stay organized while navigating multiple support platforms and documenting call details

QUALIFICATIONS:

• High School Diploma or GED Required
• 5+ Year's total relative experience
  • 3+ years' general customer service, preferably in a contact center supporting retail, services, transportation, or hospitality industries
  • 2+ years' experience handling and resolving customer complaints, executive escalations, negotiating contracts, or B2B sales
• Proficient in windows-based computer systems
• Familiar with Microsoft Outlook, Office, and Teams applications
• Able to type 35+ words per minute
• Read, comprehend, and apply process documents, training materials, and job aids
• Correspond in writing using proper spelling and grammar
• Convey positive inflection and tone throughout telephone interactions
• Perform basic math functions (add, subtract, multiply, divide, fractions, decimals)
• Highly organized and able to balance competing priorities
• Excellent customer service skills

COMMUNICATION AND COGNITIVE ABILITIES:

• Passion for delivering results to customers
• Enthusiasm for accepting responsibility and accountability; an "ownership mentality"
• Strong work ethic
• Independent worker
• Ability to deal effectively with ambiguity
• Achievement/results driven
• High-energy individual
• Ability to foster strong relationships with customers and colleagues
• Recognized as a source of expertise and possessing a distinct point of view

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.