Retention Specialist
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Job Location:
King of Prussia, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
About Culligan Quench
Culligan Quenchs purpose is to impact peoples 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 120000 healthy and environmentally conscious customers across North 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 1600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit 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. Culligans 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 more information visit .
Values: 5Cs
Culligan as One
Customers come first
Commitment to Innovation
Courage to do whats right
Consistently deliver exceptional results
About the Role
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.
Key Responsibilities
- 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
Required Qualifications
- 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 ability to tailor messages to different audiences
- Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly
- Proficiency with Microsoft Office Suite (Excel Word Outlook)
- Exceptional organizational skills ability to multi-task and thrive in a fast-paced results-driven environment
Preferred Qualifications
- Experience in B2B SaaS subscription or recurring revenue business models
- Familiarity with water treatment water technology or environmental sustainability industries
- Experience with negotiation frameworks pricing flexibility or contract modification
Benefits
- 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
Role Highlights
- Hybrid work model
- Career progression opportunities
- Coaching and professional development
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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information please review theKnow Your Rightsnotice from the Department of Labor.
Required Experience:
IC
Key Skills
- Criminal Justice
- Cost Accounting
- Elevator Maintenance
- Airport
- Jboss
- Brand
About Company
Quench provides office water solutions with efficient bottleless water coolers. Learn about our cost-effective, eco-friendly water coolers.
