Customer Care Supervisor Account Management

Grapevine, TX - 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

Position Summary

The Customer Care Supervisor leads a team of 812 Customer Care Representatives responsible for managing contact center and/or subscription management. This role ensures daily operational excellence delivers consistent coaching and development and drives measurable improvement in customer satisfaction (NPS/CSAT) and retention outcomes. The Supervisor also partners cross-functionally to resolve issues improve processes and strengthen the overall customer experience.

What Success Looks Like

Within the first 90 days a successful Supervisor will:

Build rapport and trust with their team through consistent 1:1 coaching clear expectations and transparent feedback
Achieve or maintain team KPIs
Demonstrate measurable improvement in team NPS/CSAT scores
Reduce escalations by proactively identifying and closing skill gaps on the team
Partner with peers and leadership to contribute to at least one process improvement initiative

Responsibilities

Team Leadership & Development

Supervise mentor and develop a team of 812 Customer Care Representatives
Deliver regular coaching conduct performance reviews and support individual development plans
Assign and adjust workload based on call volume staffing levels and shifting business priorities
Serve as the first point of escalation for customer and employee issues ensuring fast and effective resolution

Performance & Quality Management

Track and analyze KPIs
Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed
Monitor call and case handling to ensure timely accurate and high-quality customer interactions
Interpret performance reports to identify trends coach to gaps and recognize top performers

Operational Execution

Manage daily administrative functions including scheduling attendance tracking and case queue oversight
Ensure team compliance with company policies procedures and applicable regulations
Support customer retention by coaching representatives on save motions and de-escalation techniques
Partner cross-functionally to escalate and resolve systemic customer service challenges

Process Improvement & Collaboration

Support initiatives that enhance customer experience drive call/contact deflection and improve operational efficiency
Contribute to the development and refinement of SOPs call scripts and training materials
Note: Supervisors are working leaders; individual performance targets are set proportionate to the number of direct reports they support

Requirements

Experience

3 years of experience in a customer service leadership role ideally within a contact center or subscription based account management function.
Demonstrated track record of coaching teams to hit KPI targets
Experience writing and delivering performance feedback and conducting formal performance conversations
Exposure to workforce management concepts including scheduling occupancy and volume forecasting

Skills & Competencies

Strong problem-solving skills with the ability to stay composed and make sound decisions under pressure
Clear and professional communication skills verbal written and one-on-one coaching
Proficiency in Salesforce CRM and Microsoft Office; familiarity with telephony/contact center platforms (Ring Central)
Ability to interpret performance dashboards and reports to drive data-informed decisions
Skilled in conflict resolution and escalation management for both customer and employee situations
Highly organized detail-oriented and accountable able to follow through on multiple priorities simultaneously
Experience with or willingness to adopt quality monitoring tools and customer satisfaction measurement frameworks

Preferred

Frontline leadership training or certification (e.g. Ken Blanchard Franklin Covey or internal leadership development programs)
Familiarity with NPS methodology and customer retention practices

$57143 - $57143 a year

Quench offers competitive salary and 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 @.

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 emailprotected

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:

Manager

About Culligan QuenchCulligan 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...