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Job Description

About QuenchQuench’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 CulliganFounded 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: 5CsCulligan as OneCustomers come firstCommitment to InnovationCourage to do what's rightConsistently deliver exceptional results
The remote Customer Care Specialist is responsible for delivering world-class customer service by efficiently processing service orders, handling complex billing requests, and collaborating with other departments to resolve additional inquiries. This role focuses on building and maintaining strong relationships with clients and internal teams by providing prompt, accurate support that fosters customer loyalty. The Customer Care Specialist will address incoming calls, respond to customer inquiries, resolve complaints, and provide detailed information about products and services.

Essential Functions

• Answer incoming customer calls in a professional and courteous manner
• Field customer inquiries via phone or through electronic inquiries
• Document and update customer records in the database during and after each call
• Quickly and accurately resolve customer issues upon presentation or expedite the issues in accordance with established processes
• Meet or 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
• Follow call scripts and guidelines while maintaining a natural and empathetic conversation
• Stay updated on company policies, product updates, and trainings

Requirements

• 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