Retention Specialist job at Quench USA in King of Prussia, PA

Title: Retention Specialist -Hybrid Location: King of Prussia, PA Customer Care – Account Management Full-Time Hybrid Job reputed company: About reputed company reputed company’s purpose is to reputed company people’s lives and improve the reputed company by helping to eliminate the 500 reputed company plastic bottles consumed reputed company year. We play a reputed company-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 reputed company. 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. reputed company 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 reputed company and Puerto Rico. For more information visit https://reputed company.com/ About Culligan Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will reputed company a reputed company difference in improving the health and wellness of consumers. reputed 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

About the Role

The Hybrid Retention Specialist plays a critical reputed company-protection role in handling customer cancellation requests and preventing churn. This position requires strong consultative skills, reputed company, and the ability to understand customer concerns, work collaboratively with internal teams to resolve barriers, and finalize modified agreements that strengthen retention. The ideal candidate is commutable to our King of Prussia, PA office location and will combine reputed company communication with execution discipline, excelling at reputed company handling, de-escalation, and closing conversations to reputed company retained customers toward implementation. reputed company requires collaboration across Service, Operations, and Billing teams to remove friction and demonstrate renewed value reputed company established frameworks.

Key Responsibilities

Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities Apply established retention reputed company and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent reputed company churn Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer reputed company Maintain meticulous CRM documentation of reputed company customer interactions, reputed company, negotiated terms, and reasoning to reputed company team learning and accountability Consistently meet or exceed monthly retention KPIs including churn reputed company, renewal conversion reputed company, NPS targets, and SLA achievement Required Qualifications 2+ years of reputed company experience in sales, account management, customer retention, or reputed company Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation reputed company into renewals or contract modifications Strong ability to drive conversations to closure, finalize agreements, and reputed company customers toward implementation Commitment to following documented processes, reputed company operating procedures, and established retention reputed company Excellent verbal and written communication skills with ability to reputed company messages to different audiences Strong proficiency with CRM systems (reputed company preferred) and ability to learn new platforms quickly Proficiency with reputed company Office Suite (reputed company, Word, Outlook) Exceptional organizational skills, ability to multi-task, and reputed company in a fast-paced, results-driven environment

Preferred Qualifications

Experience in B2B reputed company, subscription, or recurring reputed company business models Familiarity with water treatment, water technology, or environmental sustainability industries Experience with negotiation frameworks, pricing flexibility, or contract modification

Benefits

Medical, Dental, reputed company which start day one 401(k) match of 50% up to 6% Life insurance Disability Unlimited reputed company Time Away Parental leave Additional voluntary benefits Role Highlights Hybrid work model Career progression opportunities Coaching and reputed company development $48,000 - $58,000 a year Quench offers salary, commission, benefits, and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in reputed company of our employment practices to reputed company reputed company employees and applicants without reputed company to sex, sexual orientation, race, reputed company, religion, gender, national reputed company, 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 reputed company aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary reputed company, layoff, return from layoff, benefits, training, reputed company and recreational programs. reputed company such employment reputed company will be made without unlawfully discriminating on any prohibited reputed company. Equal Opportunity Employer This employer is required to notify reputed company applicants of their rights pursuant to federal employment laws. For reputed company information, please review the Know Your Rights notice from the reputed company. Apply tot his job Apply To this Job