Customer Resolution Manager

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…