Quench USA, Inc.
Overview
Culligan Quench is seeking a HYBRID Account Manager 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 is a full-time, salaried position with compensation listed as $43,888 annually.
Responsibilities
Address escalated customer problems quickly and accurately.
Insist on follow-up customer communication to ensure issues are resolved and not presumed resolved.
Remain calm under pressure.
Define conflict, identify root cause, examine solutions, mutually agree on a solution, and communicate/execute it.
Collaborate with regional counterparts in other customer-facing departments to align priorities and ensure customer satisfaction.
Understand the customer base to predict issues and perform proactive outreach to prevent them.
Meet or exceed position-specific KPIs and metrics (SLA achievement, NPS, RMR net growth, churn rate, etc.).
Be accountable for operating metrics that drive customer satisfaction and profitability.
Maintain regular and reliable attendance.
Qualifications
Experience handling customer issues with excellent de-escalation skills.
Strong verbal and written communication skills and prompt responsiveness.
Ability to multi-task and stay organized in a fast-moving environment.
Flexibility to interact with changing customer types and work volumes; adapt to schedule changes.
Process compliance with documented processes and department policies to provide customer support.
Ability to collaborate and influence cross-functionally.
Experience with KPIs; proficiency with Microsoft Office (Word, PowerPoint, Excel, Outlook).
Role Highlights
Career progression opportunities
HYBRID work schedule
Benefits
Medical, Dental, Vision coverage from 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 employment practices 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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Responsibilities
Address escalated customer problems quickly and accurately.
Insist on follow-up customer communication to ensure issues are resolved and not presumed resolved.
Remain calm under pressure.
Define conflict, identify root cause, examine solutions, mutually agree on a solution, and communicate/execute it.
Collaborate with regional counterparts in other customer-facing departments to align priorities and ensure customer satisfaction.
Understand the customer base to predict issues and perform proactive outreach to prevent them.
Meet or exceed position-specific KPIs and metrics (SLA achievement, NPS, RMR net growth, churn rate, etc.).
Be accountable for operating metrics that drive customer satisfaction and profitability.
Maintain regular and reliable attendance.
Qualifications
Experience handling customer issues with excellent de-escalation skills.
Strong verbal and written communication skills and prompt responsiveness.
Ability to multi-task and stay organized in a fast-moving environment.
Flexibility to interact with changing customer types and work volumes; adapt to schedule changes.
Process compliance with documented processes and department policies to provide customer support.
Ability to collaborate and influence cross-functionally.
Experience with KPIs; proficiency with Microsoft Office (Word, PowerPoint, Excel, Outlook).
Role Highlights
Career progression opportunities
HYBRID work schedule
Benefits
Medical, Dental, Vision coverage from 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 employment practices 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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