The Role
About Quench
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. Quench 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. 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 1,200 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit www.quenchwater.com.
About Culligan
Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment products. These products include water softeners, drinking water systems, whole-house systems and solution for businesses. Culligan's network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. Many of Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises. 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
About the role
- The remote Customer Care Account Manager is responsible for the satisfaction, loyalty and retention of the company’s customers in one of 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.
Responsibilities
- Address customer concerns related to cancellations quickly and accurately, escalating when necessary.
- Work with counterparts in other customer-facing departments to ensure alignment of priorities and satisfaction of customers
- Maintain a thorough understanding of the customer base, 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
- Offer alternatives such as rate adjustments, discounts, or expedited PM services
· Identify the root cause of potential cancellations, present solutions, and align with customers on the best resolution.
Competencies
- Strong influencer with a proven ability to negotiate and persuade customers to drive retention for Culligan Quench
- Active listener, absorbing customer concerns, identifying pain points, and providing tailored solutions to retain their business.
- Excellent communicator with strong follow-through to ensure that customer issues aren’t just presumed resolved, rather that they are seen through
- Calm and poise during customer conversations, regardless of customer temperature
- Motivated to achieve high retention rates
- Quick to engage with customers and not shy from problems
- Responsive, reliable for teammates, customers, and supervisors
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)
- Ability to understand customer concerns, address objections, and present compelling reasons to stay.
- Ability to identify customer pain points and offer tailored solutions.
- Experience working with retention KPIs (e.g., churn rate, save rate, NPS).
· Experience in retention, account management, sales, or customer support with a focus on saving at-risk customers.
· Experience in suggesting plan adjustments, discounts, or value-added services to retain customers.
Role Highlights
- Career progression opportunities
- Fully Remote!
Benefits
- Medical, Dental, Vision which start day one
- 401(k) match of 50% up to 6%
- 15 days PTO and 10 paid Holidays
Quench offers salary, commission, benefits, and incentive awards. 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:
We are committed to fostering an inclusive workplace and hiring employees without discrimination based on race, color, religion, gender, disability, age, or other factors prohibited by law.
Quench is an Equal Opportunity Employer.
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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.
