The Role
Manages customer satisfaction, loyalty, retention, and escalated issues across a geographic service region. The role requires resolving conflicts, identifying root causes, communicating solutions, coordinating with customer-facing teams, conducting proactive outreach, and meeting KPIs related to service levels, NPS, recurring revenue growth, churn, and profitability. This is a full-time hybrid position with three to four days in the office.
Summary Generated by Built In
About Culligan Quench
Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement. Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/
About Culligan
There’s nothing more fundamental to life on Earth than water. At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love. For more information visit www.culligan.com.
Values: 5Cs
Culligan as One
Customers come first
Commitment to Innovation
Courage to do what's right
Consistently deliver exceptional results
Position Summary
The HYBRID Customer Care Account Manager is responsible for the satisfaction, loyalty and retention of the company’s customers in one of Culligan Quench’s geographic service regions. As such, each Customer Care Account Manager is specially trained to handle any questions or escalated issues within his/her region.
This role will be hybrid to one of 3 primary working locations: King of Prussia, PA - Las Vegas, NV - Grapevine, TX
- Position is full time and salaried: Base salary is $43,888 annually
- Remote work 1-2 days a week, In office 3-4 days a week
Responsibilities
- Address escalated customer problems quickly and accurately.
- Insist on follow-up customer communication to ensure that customer issues aren’t just presumed resolved
- Be calm under pressure.
- Define conflict, identify root cause, examine solutions, mutually agree on solution, execute/communicate solution
- Work with regional counterparts in other customer-facing departments to ensure alignment of priorities and satisfaction of customers
- Through understanding the customer base, be able to predict customer issues / concerns before they occur & act upon them through proactive customer outreach
- Meet/exceed all position specific key performance indicators/metrics (KPI’s).
- Be accountable for the key operating metrics that drive the satisfaction, retention and profitability of customers, including SLA achievement, NPS, RMR net growth, churn rate, etc.
- Maintain regular and reliable attendance
Qualifications
- Experience handling customer issues with excellent de-escalation skills
- Strong communication skills (verbal and written) and prompt communication
- Exceptional ability to multi-task, staying organized in a results-driven, fast-moving environment
- Flexibility to interact with changing customer types and exceed their needs; flexibility to ever changing environment of work volume, schedule changes, etc.
- Process Compliance: Follows all documented processes & department policies to provide customer support
- Ability to collaborate and use influence cross-functionally
- Experience with KPI’s Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook)
Role Highlights
- Hybrid work model
- Career progression opportunities
- Coaching and professional development
What We Offer
- Medical, Dental, Vision which start day one
- 401(k) match of 50% up to 6%
- Life insurance
- Disability
- Unlimited Paid Time Away
- Parental leave
- Additional voluntary benefits
Beware of fake job offers falsely claiming affiliation with our company.
• We never request banking details or other personally identifiable information during interviews.
• Our recruiters will never ask prospective employees for payment to apply for a position or as a condition of employment.
• Official emails are from our domain. Our approved emails will come from @quenchwater.com.
Verify offers through our official HR channels to safeguard your privacy and security. If you have any questions or suspicions regarding the authenticity of any job posting or communication allegedly by or on behalf of Quench, please contact us immediately at [email protected]
We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Experience handling customer issues
- Excellent de-escalation skills
- Strong verbal and written communication skills
- Prompt communication
- Ability to multitask and stay organized in a fast-moving, results-driven environment
- Flexibility to interact with changing customer types and adapt to changing work volumes and schedules
- Ability to follow documented processes and department policies for customer support
- Ability to collaborate cross-functionally and use influence
- Experience with key performance indicators
- Proficiency with Microsoft Office Suite, including Word, PowerPoint, Excel, and Outlook
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The Company
What We Do
Quench is the brand that helps our growing and forward-thinking customers keep their employees, customers, and guests happy, healthy, and hydrated. We offer water-as-a-service solutions by providing pure drinking water through a broad array of bottle-free machines. Our point-of-use machines offer users countless consumption choices, including mineral-infused quenchWATER+, chewable ice, sparkling water, flavored water, and even coffee. Customers choose Quench because Quench has the depth of options, national reach, and consistently high level of service to deliver pure, delicious water to tens of thousands of small businesses and to over half of the Fortune 500 organizations across the continent. Headquartered outside Philadelphia, PA, Quench is a subsidiary of Culligan.
