Customer Care Supervisor - Account Management
About Culligan Quench
Culligan 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. Our 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 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/
About 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. 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: 5Cs
Culligan as One
Customers come first
Commitment to Innovation
Courage to do what's right
Consistently deliver exceptional results
Position Summary
The Customer Care Supervisor leads a team of 8–12 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 8–12 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
Position Summary
The Customer Care Supervisor leads a team of 8–12 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 8–12 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
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 @quenchwater.com.
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 [email protected]
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
