Account Manager - Hybrid

Culligan Quench•Grapevine, TX

1d•Hybrid

About The Position

The Customer Care Account Manager is responsible for customer satisfaction, loyalty, and retention in a Culligan Quench geographic service region. The role handles customer questions and escalated issues, ensuring that problems are addressed accurately and followed up on. The Account Manager works with regional colleagues in other customer-facing departments to align priorities and serve customers, and uses knowledge of the customer base to anticipate concerns and conduct proactive outreach. The role is full-time and salaried, with a stated base salary of $46,820 per year. It is hybrid at either King of Prussia, Pennsylvania, or Grapevine, Texas, with remote work 1–2 days per week and in-office work 3–4 days per week. Culligan Quench provides bottle-free filtered water and water-based beverage equipment to customers across North America. The company describes its purpose as improving people’s lives and the environment by helping reduce single-use plastic bottle consumption.

Requirements

Experience handling customer issues and excellent de-escalation skills.
Strong verbal and written communication skills and prompt communication.
Exceptional ability to multitask and stay organized in a results-driven, fast-moving environment.
Flexibility to interact with changing customer types and meet their needs, and to adapt to changing work volume and schedules.
Follow documented processes and department policies when providing customer support.
Ability to collaborate and use influence cross-functionally.
Experience with KPIs.
Proficiency with Microsoft Office Suite, including Word, PowerPoint, Excel, and Outlook.

Responsibilities

Address escalated customer problems quickly and accurately.
Follow up with customers to confirm issues have been resolved.
Stay calm under pressure; define conflicts, identify root causes, examine solutions, agree on a solution, and execute and communicate it.
Work with regional counterparts in other customer-facing departments to align priorities and maintain customer satisfaction.
Use understanding of the customer base to anticipate issues and concerns and address them through proactive outreach.
Meet or exceed role-specific KPIs and be accountable for operating metrics, including SLA achievement, NPS, recurring monthly revenue net growth, and churn rate.
Maintain regular and reliable attendance.