Account Manager - Hybrid

Culligan Quench•Grapevine, TX

12d•Hybrid

About The Position

The Customer Care Account Manager is responsible for customer satisfaction, loyalty, and retention within a Culligan Quench geographic service region. The role is specially trained to address questions and escalated issues in the assigned region. It is hybrid, based at one of two primary locations: King of Prussia, Pennsylvania, or Grapevine, Texas. Employees work remotely 1–2 days per week and in the office 3–4 days per week. The position is full-time and salaried, with an annual base salary of $46,820. Culligan Quench provides on-demand filtered water solutions, including bottle-free water coolers, ice machines, sparkling water dispensers, and coffee brewers. The company serves customers across North America and Puerto Rico and describes its purpose as improving people’s lives and the earth by helping reduce single-use plastic bottle consumption. The company highlights career progression opportunities, coaching, and professional development. It also identifies its values as Culligan as One, Customers come first, Commitment to Innovation, Courage to do what’s right, and Consistently deliver exceptional results.

Requirements

Experience handling customer issues with 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 exceed their needs, and to adapt to changing work volumes and schedules.
Follow documented processes and department policies when providing customer support.
Ability to collaborate and 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 verify that issues have been resolved rather than assuming they are resolved.
Remain calm under pressure.
Define conflicts, identify root causes, examine solutions, agree on solutions with customers, and execute and communicate those solutions.
Work with regional counterparts in other customer-facing departments to align priorities and support customer satisfaction.
Use understanding of the customer base to anticipate potential issues or concerns and act through proactive customer outreach.
Meet or exceed position-specific key performance indicators and metrics.
Be accountable for operating metrics that drive customer satisfaction, retention, and profitability, including SLA achievement, NPS, RMR net growth, and churn rate.
Maintain regular and reliable attendance.