Customer Care Supervisor - Account Management - Customer Loyalty & Retention

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 There’s nothing more fundamental to life on Earth than water.  At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love.  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