Retention Specialist -Hybrid

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

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 solutions 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

Culligan as One
Customers come first
Commitment to Innovation
Courage to do what's right
Consistently deliver exceptional results

The Retention Specialist plays a critical revenue‑protection role in handling customer cancellation requests and preventing churn. This position requires strong consultative skills, empathy, and the ability to understand customer concerns, work collaboratively with internal teams to resolve barriers, and finalize modified agreements that strengthen retention.

The ideal candidate combines professional communication with execution discipline, excelling at objection handling, de‑escalation, and closing conversations to move retained customers toward implementation. Success requires collaboration across Service, Operations, and Billing teams to remove friction and demonstrate renewed value within established frameworks.

• Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities
• Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections
• Collaborate cross‑functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn
• Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff
• Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability
• Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement

• 2+ years of professional experience in sales, account management, customer retention, or customer success
• Demonstrated ability to handle objections, de‑escalate difficult conversations, and convert cancellation intent into renewals or contract modifications
• Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation
• Commitment to following documented processes, standard operating procedures, and established retention pathways
• Excellent verbal and written communication skills with…