Quench USA, Inc. · 4 hours ago

Account Manager

Remote - US

Full-time

Remote

Mid Level

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Responsibilities

Address escalated customer problems quickly and accurately.

Insist on follow-up customer communication to ensure that customer issues aren’t just presumed resolved

Be calm under pressure.

Define conflict, identify root cause, examine solutions, mutually agree on solution, execute/communicate solution

Work with regional counterparts in other customer-facing departments to ensure alignment of priorities and satisfaction of customers

Through understanding the customer base, be able to predict customer issues / concerns before they occur & act upon them through proactive customer outreach

Meet/exceed all position specific key performance indicators/metrics (KPI’s).

Be accountable for the key operating metrics that drive the satisfaction, retention and profitability of customers, including SLA achievement, NPS, RMR net growth, churn rate, etc.

Maintain regular and reliable attendance

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer issue handlingDe-escalation skillsProcess complianceKPI experienceMicrosoft Office SuiteCross-functional collaboration

Required

Experience handling customer issues with excellent de-escalation skills

Strong communication skills (verbal and written) and prompt communication

Exceptional ability to multi-task, staying organized in a results-driven, fast-moving environment

Flexibility to interact with changing customer types and exceed their needs; flexibility to ever changing environment of work volume, schedule changes, etc.

Process Compliance: Follows all documented processes & department policies to provide customer support

Ability to collaborate and use influence cross-functionally

Experience with KPI’s

Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook)