About this role
Position Summary
The HYBRIDCustomer 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 2 primary working locations: King of Prussia, PA - Grapevine, TX
Position is full time and salaried: Base salary is $46,820 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
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