Customer Service Specialist

Please note, this is not a remote position. This position is required to report to HQ daily.

• Deliver “WOW” Service by answering a preset number of inbound calls based on scheduled shift and performing diagnostic troubleshooting of NuCO 2 equipment as it relates to beverage carbonation.
• Utilize 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 CO 2 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; collaborating with other departments for escalation of critical matters; processing sales leads and payment processing; understanding and conveying details about products and programs for all beverage carbonation solutions offered.
• Demonstrate independence and initiative to find creative, unique solutions to complex issues.
• Effectively communicate with customers to obtain pertinent information and understand their requests.
• Effectively manage a heavy influx of job‑specific information via email updates and memos, and demonstrate accountability for acting immediately on such updates.
• Act as an owner in building job knowledge by focusing on information retention in training classes and on‑the‑job coaching, and by inquisitively asking questions.
• Seek 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?”
• Determine proper call coding, documentation, and routing.
• Demonstrate a positive attitude about NuCO 2 and be courteous and efficient in all interactions.
• Meet all call‑handling metrics for productivity, accuracy, and quality.

• Must be able to attend a 3‑week on‑site training class upon starting.
• Must be able to report to HQ daily as this is an on‑site position.
• High school diploma or 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, 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.

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.

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.