Essential Functions:
- 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
Qualifications:
- 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)
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.
Certain positions or jurisdictions may require COVID-19 vaccination unless included in the company testing protocol, medically contraindicated or due to a bona fide religious belief or practice.