The tNPS Case Specialist manages escalated customer issues related to the tNPS survey, facilitating resolutions and improving customer experience through process enhancements and stakeholder management.
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 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
The Role
- We are looking for a skilled tNPS Case Specialist to join our Scheduling Department. This role is essential in managing & resolving escalated customer issues related to the Culligan Quench tNPS survey initiative. The tNPS Resource will be in direct contact with customers while working cross-functionally with internal business partners to resolve open customer issues.
Responsibilities
- Issue Resolution: Proactively identify and address potential project risks and issues, implementing solutions to improve customer experience.
- Stakeholder Management: Serve as the primary point of contact for all scheduling tNPS cases, facilitating updates and solutions to open customer issues.
- Reporting: Create and present reporting to management and stakeholders, highlighting successes, challenges, and areas for improvement.
- Customer Care Initiatives: Lead and support projects aimed at enhancing customer satisfaction and service delivery.
- Process Improvement: Identify opportunities for process enhancements within the Scheduling Department and contribute to the development of best practices.
Qualifications
- Extremely organized and detail oriented.
- Strong communication skills (verbal and written); prompt communication is vital.
- Exceptional ability to multi-task and stay organized in a results-driven, fast-moving environment.
- Strong problem-solving skills.
- Process Compliance: Follows all documented processes & department policies to provide customer support.
- Ability to collaborate and use influence cross-functionally.
- Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook).
- Experience with Salesforce.com is a plus.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Top Skills
Microsoft Office Suite
Salesforce
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