Customer Care Specialist

About Quench:   Quench’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 the Role:

Reporting to the Senior Customer Care Manager, the Bilingual Customer Care Specialist is responsible for delivering world-class customer service by efficiently handling customer requests, creating service orders, managing routing and dispatch, and maintaining regular communication with the Field Service team. This role also focuses on building and maintaining strong relationships with both clients and internal teams by providing prompt, accurate, and dependable support to foster long-term customer loyalty.

Key Responsibilities:  

Deliver exceptional customer service on every interaction

Respond to customer inquiries via phone and electronic channels

Resolve issues quickly and accurately or escalate as per established protocols

Handle and resolve customer complaints with professionalism

Manage customer cancellation requests and proactively identify opportunities to retain business

Build rapport with customers, uncover root causes of dissatisfaction, and present solutions that support customer retention

Meet or exceed performance metrics (KPIs)

Demonstrate strong listening skills and remain calm under pressure

Support and mentor other members of the Customer Care team when needed

Qualifications & Skills:  

Minimum 1+ years of customer service experience in a fast-paced environment

Proven ability to communicate effectively to promote resolution

Previous experience in customer retention, account management or objection handling is an asset

Enthusiastic and entrepreneurial mindset

Strong multitasking and adaptability skills

Excellent verbal and written communication

Highly organized with effective time management

Strong problem-solving ability

Proficient with general computer systems and MS Office Suite

Ability to work independently and collaboratively within a team

Resilient, confident, and comfortable managing difficult conversations

Additional Information: 

• Applicants must be legally authorized to work permanently in the country of posting
• Final candidate must successfully complete a criminal background check and reference check

Why Join Us:  

Join a fast-growing, innovative company with a trusted reputation and a loyal, expanding customer base.

Collaborate with a supportive leadership team and passionate cross-functional partners committed to your success.

Enjoy a competitive compensation package that includes:

Base salary

Comprehensive benefits

RRSP match to support your long-term financial goals

Thrive in a hybrid work environment that promotes flexibility and work-life balance.

Employee Referral Program   At Quench, we understand that our greatest asset is our team members, and we value your support in helping us discover exceptional talent. That is why we are excited to introduce the new Quench Talent Referral Program – an innovative initiative designed to recognize and reward your contributions to our growing team.  To learn more about this program please click the following link: https://onfirstup.com/Quench/quench/contents/36946818?tok=adda9212-c825-4dce-9271-d086ecfcc707_17847637