Supervise, mentor, and develop a team of 8–15 Customer Care employees
Deliver regular coaching, conduct performance reviews, and support individual development plans
Assign and adjust workload based on call or case volume, staffing levels, and shifting business priorities

Performance & Quality:

Drive a culture of quality and accountability through audit reviews, coaching, SLA adherence, and documentation accuracy
Drive consistent achievement of productivity, quality, customer satisfaction, and retention goals
Ensure customer interactions consistently meet quality, responsiveness, and professionalism standards

Customer Experience & Operational Excellence:

Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action
Manage daily administrative functions including scheduling, attendance tracking, and case queue oversight
Support customer retention by coaching employees on save opportunities and de-escalation techniques

Culligan Quench

Culligan Quench provides on-demand filtered water solutions to eliminate single-use plastic bottles, serving over 120,000 customers across North America. With more than 1,600 team members and headquarters in King of Prussia, PA, the company values innovation, customer focus, and operational excellence.

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