Customer Retention Manager

Job description

OVERVIEW: NuCO2, the largest nationwide provider of beverage grade CO2 in the United States. This position is responsible for improving customer retention and protecting the NuCO2 brand by effectively resolving escalated customer grievances with fair and reasonable solutions which refortify existing customer relationships. The Customer Retention Manager is responsible for establishing a single point of contact relationship with their assigned accounts, keeping the customer apprised of updates and working closely with field operations and back-office support teams to expedite and execute comprehensive solutions. - Manage inbound customer calls and emails efficiently and professionally, ensuring all safety protocols and call-handling processes are consistently followed - Apply soft skills such as active-listening, empathy, de-escalation, problem-solving, negotiation, and reassurance to consistently deliver positive and helpful interactions - Set and meet follow-up expectations with customers - Routinely review email / voicemail and respond promptly - Adhere to all company policies and procedures - Other customer support functions as assigned Case Management: - Research and solution c...