Account Manager - Hybrid

Customer Care Account Manager

The HYBRID Customer Care Account Manager is responsible for the satisfaction, loyalty and retention of the company's customers in one of Culligan Quench's geographic service regions. As such, each Customer Care Account Manager is specially trained to handle any questions or escalated issues within his/her region. This role will be hybrid to one of 3 primary working locations:
King of Prussia, PA
- Las Vegas, NV
- Grapevine, TX.

Position is full time and salaried:
Base salary is $43,888 annually. Remote work 1-2 days a week, In office 3-4 days a week.

• Address escalated customer problems quickly and accurately.
• Insist on follow-up customer communication to ensure that customer issues aren't just presumed resolved
• Be calm under pressure.
• Define conflict, identify root cause, examine solutions, mutually agree on solution, execute/communicate solution
• Work with regional counterparts in other customer-facing departments to ensure alignment of priorities and satisfaction of customers
• Through understanding the customer base, be able to predict customer issues / concerns before they occur & act upon them through proactive customer outreach
• Meet/exceed all position specific key performance indicators/metrics (KPI's).
• Be accountable for the key operating metrics that drive the satisfaction, retention and profitability of customers, including SLA achievement, NPS, RMR net growth, churn rate, etc.
• Maintain regular and reliable attendance

• Experience handling customer issues with excellent de-escalation skills
• Strong communication skills (verbal and written) and prompt communication
• Exceptional ability to multi-task, staying organized in a results-driven, fast-moving environment
• 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
• Ability to collaborate and use influence cross-functionally
• Experience with KPI's Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook)

• Hybrid work model
• Career progression opportunities
• Coaching and professional development

• Medical, Dental, Vision which start day one
• 401(k) match of 50% up to 6%
• Life insurance
• Disability
• Unlimited Paid Time Away
• Parental leave
• Additional voluntary benefits

$43,888 - $43,888 a year

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Equal Opportunity Employer

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