Customer Care Specialist

Remote - US
Customer Care – Customer Care /
Full-Time /
Remote
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

Essential Functions

    • Provide world-class customer service on every customer contact
    • Field customer inquiries via phone or through electronic inquiries
    • Exceed customer expectations by quickly and accurately resolving customer issues upon presentation or expedite the issues in accordance with established processes
    • Handle and resolve customer complaints
    • Meet/Exceed all position key performance indicators/metrics (KPI’s)
    • Excellent customer service and communication skills including ability to listen to customers to understand issues and to be calm under pressure
    • Mentor and guide other members of the Customer Care team, when needed
    • Maintain regular and reliable attendance

Qualifications

    • Must be able to multi-task and switch between different communication channels quickly and efficiently (email vs. phone)
    • Must be able to exhibit empathy and understanding over the phone and email
    • Must have a “customer-centric” attitude with an eagerness to provide world-class customer service
    • Ability to communicate clearly and professionally, both verbally and in written correspondence
    • Strong attention to detail.
    • 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
    • Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook). Experience with salesforce.com is a plus
$19 - $20 an hour
Quench offers salary, commission,  benefits, and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.

Applicants
Beware of fake job offers falsely claiming affiliation with our company.

  •  We never request banking details or other personally identifiable information during interviews.
  •  Our recruiters will never ask prospective employees for payment to apply for a position or as a condition of employment.
  •  Official emails are from our domain. Our approved emails will come from @quenchwater.com.


Verify offers through our official HR channels to safeguard your privacy and security. If you have any questions or suspicions regarding the authenticity of any job posting or communication allegedly by or on behalf of Quench, please contact us immediately at jobs@quenchwater.com.


Employee Referral Program
At Quench, we understand that our greatest asset is our team members, and we value your support in helping us discover exceptional talent. That is why we are excited to introduce the new Quench Talent Referral Program – an innovative initiative designed to recognize and reward your contributions to our growing team. 
To learn more about this program please click the following link: https://onfirstup.com/Quench/quench/contents/36946818?tok=adda9212-c825-4dce-9271-d086ecfcc707_17847637