Customer Resolution Specialist

Description

Reporting to the Sr. Manager of Customer Resolution and Retention. The primary focus of the Customer Resolution Specialist is to act as an escalation point for other departments to resolve customer disputes. This position is both sales and customer service focused, which requires experience having contact with both internal and external customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work with internal functional heads to follow-up on agreed customer actions and problem repairs.
• Proactively identify and resolve any issues that could compromise customer loyalty – involving data set up, invoicing and equipment service.
• Provide customers with both scheduled and ad hoc report request for key service metrics.
• Deliver excellent customer service by efficiently researching and resolving invoice inquiries related to plan types and services provided by NuCO
  2.
• Respond accurately and timely to the customer and the NuCO2 organization as subject matter experts.
• Proactively respond to customers to drive the customer experience and prevent potential escalations.
• Act as the escalation point for any customer issues and facilitate appropriate response in a timely manner including submitting any account adjustments or changes.
• Keep all work orders and cases within established guidelines.
• Ensure any shared documents including customer contracts and pricing documents are accurate and current.
• Meet and exceed quality goals, productivity targets, and other KPI’s as indicated.

QUALIFICATIONS
:

• Ability to successfully plan, prioritize and complete projects in the shortest, most efficient manner.
• Ability to create and maintain strong customer relationships.
• Effectively write reports and business correspondence.
• Effectively present information and respond to questions from individuals or groups of managers and customers.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to interpret a variety of instructions in various formats such as written, oral, diagram, or schedule form.
• Excellent verbal and written communication skills.
• Excellent customer service skills, the ability to go above and beyond to meet customer needs.
• Extremely proficient with various Microsoft Office programs (Word, Excel, Outlook, PowerPoint)
• Must be very organized and detail oriented.
• Ability to multi-task and interact well with management.
• Ability to interact well in a team environment as well as independently; must work well in a fast-paced environment.

EDUCATION AND TRAINING:

• High School Diploma or equivalent
• Associate's in business administration or accounting preferred

EXPERIENCE:

• Minimum of one year experience in a sales coordinator or administrative assistant position
• 2 years of customer service experience
• Previous experience working in billing or account resolution field

INTERACTION:

The Customer Resolution Specialist will interact with all levels of the NuCO2 organization as well as external customers. Customer interaction will include all levels of management, Accounts Payable and location based personal.

COMMUNICATION AND COGNITIVE ABILITIES:

• Displays strong analytical qualities
• Passion for delivering results to customers
• Consistently strives to achieve results with a high level of accuracy and precision
• Willingness/enthusiasm for accepting responsibility and accountability; an 'ownership mentality'
• Extremely resourceful and enthusiastic
• Accepts full responsibility for results
• Strives to continuously improve customer satisfaction
• Strong work ethic
• Ability to deal effectively with ambiguity
• High-energy individual
• Ability to foster strong relationships with colleagues/customers
• Recognized as a source of expertise and possessing a distinct point of view

• NuCO2 provides competitive pay and an…