About The Role

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 https://quench.culligan.com/

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 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 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

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)