Customer Retention Manager

Description

OVERVIEW

NuCO 2 , the largest nationwide provider of beverage grade CO 2 in the United States. This position is responsible for improving customer retention and protecting the NuCO 2 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 CO 2 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

COMMUNIC…