Customer Resolution Specialist II — Team Lead

Job overview

The Customer Resolution Specialist II — Team Lead position is onsite in Stuart, Florida. Compensation is not specified. The role supports NuCO2’s customer resolutions team; NuCO2 provides beverage-grade carbon dioxide, draught beer-grade nitrogen, and beverage-gas safety solutions. The specialist provides real-time guidance, handles complex customer cases, monitors queue activity, and helps coordinate workflow. Through peer coaching, case review, and process improvement recommendations, the role supports consistent customer service and timely issue resolution.

What you'll do

• Monitor queue activity and help balance workload
• assist specialists in person and through Microsoft Teams or warm-transfer calls
• provide process and product expertise
• assist with complex issues and escalate cases requiring approval
• review credit or adjustment recommendations
• support payment processing and AR hold removal
• track aging cases
• identify coaching opportunities
• check case documentation
• cover inbound queues during peak periods
• collaborate across functions
• recommend process improvements
• support reporting
• handle consumer-agency claims correspondence
• collaborate with counsel on legal complaints
• route escalated matters when the manager is absent.

What we're looking for

Skills & competencies

customer resolution specialist ii

team lead

stuart fl

nuco2

customer service

complaint resolution

queue monitoring

case management

peer coaching

escalations

process improvement

microsoft teams

high school diploma or ged

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, vision, and prescription coverage
• matching 401(k), paid time off, paid holidays and vacation, employee discounts, tuition reimbursement, and educational and professional development opportunities.

Why this role

The role provides peer guidance and may serve as a point of contact for escalated matters in the manager’s absence; formal authority issues are escalated to the Supervisor.

About the employer

NuCO2 is hiring for this role. Industry: Industrial Gas Manufacturing. Sector: 32.