Account Manager - Hybrid

**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 **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 [](http://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 $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