Customer Retention Manager

Responsibilities

• Improve customer retention and protect the NuCO2 brand by resolving escalated customer grievances.
• Act as a single point of contact for assigned accounts, providing updates and coordinating with field operations and back-office teams.
• Manage inbound customer calls and emails using active listening, empathy, and de-escalation techniques.
• Research and resolve complex complaint cases, including executive escalations, billing disputes, and service history inquiries.
• Negotiate customer agreements and determine fair resolution offers, such as credits or adjustments, to prevent account cancellation.
• Perform remote technical troubleshooting for bulk CO2 tanks, nitrogen generators, and gas blenders.
• Accurately document all customer interactions, service tasks, and account details within company platforms.

Requirements

• High School Diploma or GED.
• 3+ years of general customer service experience, preferably in a contact center environment.
• 2+ years of experience in complaint resolution, executive escalations, contract negotiation, or B2B sales.
• Proficiency in Microsoft Office, Outlook, and Teams.
• Typing speed of 35+ WPM.
• Ability to perform basic math functions and communicate effectively in writing.

Preferred Qualifications

• Previous experience in sales or customer service within the retail, hospitality, or transportation industries.

Benefits

• Competitive pay and an exceptional benefits package.
• Health, dental, disability, and life insurance.
• Paid holidays and vacation time.
• 401(k) retirement plan.
• Employee discounts and opportunities for professional development.

About the Company

NuCO2 is the largest nationwide provider of beverage-grade CO2 in the United States, serving a wide range of industries with reliable gas solutions.