Call Team Supervisor (Remote)

Remote - US

Customer Care – Customer Care /Full-Time /Remote

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 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

Overview

As the Customer Service Supervisor, you will lead and manage a team of representatives to ensure high-quality service and customer satisfaction. Your role involves handling inbound inquiries, overseeing daily operations, and providing team guidance and support. You will also develop and implement strategies to enhance the customer experience, build strong relationships with clients and internal teams, and increase customer loyalty through exceptional service

Responsibilities

• Provide world-class customer service on every interaction.
• Monitor and analyze key performance indicators (KPIs) to ensure organizational standards are achieved.
• Supervise and mentor a team of customer service representatives, providing coaching and feedback.
• Review employee scorecards and offer feedback for development.
• Collaborate with other departments to address and resolve customer service challenges.
• Handle escalated customer issues and inquiries via phone or electronic communications.
• Act as the first escalation point for the Customer Care Call Team.
• Dynamically assign representatives to inbound customer channels to meet Service Level Agreements (SLAs).
• Ensure compliance with company policies and procedures, as well as relevant regulations.

Requirements

• Proven experience in a customer service role, with at least 4 years in a supervisory or managerial position.
• Excellent communication and interpersonal abilities.
• Proficiency in customer service software and Microsoft Office Suite.
• Strong problem-solving skills and the ability to handle stressful situations calmly.
• Highly organized and detail oriented.
• Ability to collaborate across teams and departments.
• Strong customer-centric attitude with a commitment to delivering world-class service.
• Clear and professional communication skills, both verbal and written.
• Ability to multi-task and quickly switch between different communication channels.

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:

We are committed to fostering an inclusive workplace and hiring employees without discrimination based on race, color, religion, gender, disability, age, or other factors prohibited by law.

Quench is an Equal Opportunity Employer.

About Quench

Quench is all about keeping people happy, healthy, and hydrated! We provide water-as-a-service solutions through a variety of bottle-free machines that deliver pure, delicious drinking water. Whether it's mineral-infused quenchWATER+, chewable ice (yum!), sparkling water, flavored water, or even coffee, we've got something for everyone. With a national reach and a commitment to top-tier service, Quench helps tens of thousands of small businesses and over 75% of Fortune 500 companies stay refreshed. Headquartered just outside Philadelphia, PA, Quench is proud to be a part of the Culligan family.

Company Location

Quench Office Water Solutions

For twenty years, Quench has focused on one thing: providing the best water filtration systems for businesses. With Quench, you’ll have a reliable, cost-effective, and eco-friendly drinking water solution – no water delivery hassles, bulky plastic jugs, worries about running out, or concerns about the cleanliness of your drinking water. We’re water experts, so you don’t have to be!

Quench FAQs

Does Quench offer remote work opportunities?

Yes, Quench offers flexible remote work options for many of its roles, giving employees the freedom to work from locations that best suit their needs while staying connected to the team.

How does Quench support work-life balance for its employees?

Quench is committed to helping employees maintain a healthy work-life balance by offering flexible schedules and encouraging employees to manage their time in a way that works for them and the business.

What kind of flexibility does Quench offer when it comes to working hours?

At Quench, employees have flexibility with their working hours, allowing them to create a schedule that aligns with their personal and professional responsibilities, as long as goals are met.

How does Quench keep its remote teams connected and engaged?

Quench fosters a connected and engaged culture through regular virtual meetings, team-building activities, and open communication channels to ensure remote employees feel like part of the team, no matter where they are.

What wellness initiatives does Quench offer to support employee well-being?

Quench encourages employee wellness with flexible work arrangements, hydration perks (of course!), and resources that support both mental and physical health, because we believe a happy team is a healthy team!