Account Manager– Save/Retention Team HYBRID

Quench USA, Inc.; King of Prussia (Montgomery County); Hybrid; USD 50,000 - 70,000; Full time

Job summary

A leading company in water solutions is seeking a Customer Care Account Manager for their Save/Retention Team. This hybrid role focuses on customer satisfaction and retention, requiring strong communication and problem-solving skills. The position offers career growth opportunities and a fully remote setup, making it ideal for motivated individuals looking to make a difference in customer experience.

Benefits

Medical, Dental, Vision from day one

401(k) with 50% match up to 6%

15 days PTO and 10 paid holidays

Qualifications

• Experience in customer issue resolution with de-escalation skills.
• Strong communication skills, both verbal and written.
• Experience in retention, account management, or customer support.

Responsibilities

• Address customer concerns related to cancellations promptly.
• Identify root causes of potential cancellations and present solutions.
• Collaborate with other customer-facing departments for customer satisfaction.

Skills

Negotiation

Active Listening

Problem Solving

Communication

Multitasking

Adaptability

Tools

Microsoft Office Suite

Job description

Account Manager– Save/Retention Team HYBRID

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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 over 120,000 environmentally conscious customers across North America, including bottle-free water coolers, ice machines, sparkling water dispensers, and coffee brewers. Our services provide a continuous supply of clean water for a fixed monthly fee, typically under long-term service and rental agreements. From a regional company, Quench has grown into an international leader, went public on NYSE in 2016, and is now owned by private equity-backed Culligan. Headquartered in King of Prussia, PA, with over 1,200 team members across 90+ locations in North America and Puerto Rico. More info at www.quenchwater.com.

About Culligan
Founded in 1936, Culligan is a global leader in water solutions, offering advanced filtration and treatment products, including water softeners, drinking systems, and commercial solutions. With over 900 dealers in 90 countries, many are multi-generational local owners. More info at www.culligan.com.

Values: 5Cs
Culligan as One, Customers come first, Commitment to Innovation, Courage to do what's right, and Consistently deliver exceptional results.

About The Role

The remote Customer Care Account Manager is responsible for customer satisfaction, loyalty, and retention within a specific geographic region. They are trained to handle inquiries and escalated issues in their region.

Responsibilities

• Address customer concerns related to cancellations promptly, escalating when necessary.
• Identify root causes of potential cancellations, present solutions, and align with customers on resolutions.
• Collaborate with other customer-facing departments to ensure alignment and satisfaction.
• Understand the customer base to predict and proactively address issues.
• Meet or exceed KPIs such as SLA achievement, NPS, RMR growth, and churn rate.
• Maintain reliable attendance.
• Offer alternatives like rate adjustments, discounts, or expedited services.

Competencies

• Strong negotiation and persuasion skills to drive retention.
• Active listening and tailored problem-solving abilities.
• Excellent communication and follow-through.
• Calm demeanor during customer interactions.
• Motivated to achieve high retention.
• Engaged and proactive in addressing problems.
• Responsive and reliable team player.

Qualifications

• Experience in customer issue resolution with de-escalation skills.
• Strong communication skills, both verbal and written.
• Ability to multitask and stay organized in a fast-paced environment.
• Flexible to changing customer needs and work conditions.
• Adherence to processes and policies.
• Cross-functional collaboration skills.
• Proficiency in Microsoft Office Suite.
• Experience in retention, account management, sales, or customer support focusing on saving at-risk customers.
• Ability to address objections and present solutions.
• Experience with retention KPIs like churn rate, save rate, NPS.

Role Highlights

• Career growth opportunities.
• Fully remote position.

Benefits

• Medical, Dental, Vision from day one.
• 401(k) with 50% match up to 6%.
• 15 days PTO and 10 paid holidays.

Quench offers salary, commissions, benefits, and incentives. We are an Equal Opportunity Employer, committed to inclusivity and non-discrimination in employment practices.