Quench USA, Inc.
Account Manager, Rapid Response Team
Quench USA, Inc., King Of Prussia, Pennsylvania, United States, 19406
Overview
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 deliver on-demand filtered water solutions to more than 120,000 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 Culligan is a world leader in delivering superior water solutions. Culligan’s network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. 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 The Position
The hybrid Customer Care Account Manager
is commutable to either our King of Prussia, PA office, or our Grapevine, TX office location. The hybrid 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. Each Customer Care Account Manager is trained to handle questions or escalated issues within their region. This position is full time and salaried with compensation of $43,888 annually. Responsibilities
Address escalated customer problems quickly and accurately. Insist on follow-up customer communication to ensure issues aren’t presumed resolved. Remain calm under pressure. Define conflict, identify root cause, examine solutions, mutually agree on solution, execute/communicate solution. Collaborate with regional counterparts in other customer-facing departments to align priorities and satisfy customers. Understand the customer base to predict issues before they occur and act through proactive outreach. Meet/exceed position-specific KPIs/metrics (KPI’s). Be accountable for key operating metrics that drive satisfaction, retention and profitability (SLA achievement, NPS, RMR net growth, churn, etc.). Maintain regular and reliable attendance. Qualifications
Experience handling customer issues with strong de-escalation skills. Strong verbal and written communication skills and prompt communication. Ability to multi-task in a results-driven, fast-moving environment. Flexibility to interact with changing customer types and work volume, schedule changes, etc. Process compliance: follows documented processes and department policies to provide customer support. Ability to collaborate and influence cross-functionally. Experience with KPIs; proficiency with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook). Role Highlights
Career progression opportunities. HYBRID work schedule. Benefits
Medical, Dental, Vision which start day one. 401(k) match of 50% up to 6%. Paid Time Off. 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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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 deliver on-demand filtered water solutions to more than 120,000 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 Culligan is a world leader in delivering superior water solutions. Culligan’s network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. 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 The Position
The hybrid Customer Care Account Manager
is commutable to either our King of Prussia, PA office, or our Grapevine, TX office location. The hybrid 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. Each Customer Care Account Manager is trained to handle questions or escalated issues within their region. This position is full time and salaried with compensation of $43,888 annually. Responsibilities
Address escalated customer problems quickly and accurately. Insist on follow-up customer communication to ensure issues aren’t presumed resolved. Remain calm under pressure. Define conflict, identify root cause, examine solutions, mutually agree on solution, execute/communicate solution. Collaborate with regional counterparts in other customer-facing departments to align priorities and satisfy customers. Understand the customer base to predict issues before they occur and act through proactive outreach. Meet/exceed position-specific KPIs/metrics (KPI’s). Be accountable for key operating metrics that drive satisfaction, retention and profitability (SLA achievement, NPS, RMR net growth, churn, etc.). Maintain regular and reliable attendance. Qualifications
Experience handling customer issues with strong de-escalation skills. Strong verbal and written communication skills and prompt communication. Ability to multi-task in a results-driven, fast-moving environment. Flexibility to interact with changing customer types and work volume, schedule changes, etc. Process compliance: follows documented processes and department policies to provide customer support. Ability to collaborate and influence cross-functionally. Experience with KPIs; proficiency with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook). Role Highlights
Career progression opportunities. HYBRID work schedule. Benefits
Medical, Dental, Vision which start day one. 401(k) match of 50% up to 6%. Paid Time Off. 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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