Account Manager

4 days ago

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Quench Water & Solar

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Our entrepreneurs create jobs and provide clean water to developing communities everywhere using sustainable energy!

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Description

• The remote Customer Care Account Manager is responsible for the satisfaction, loyalty and retention of the company’s customers in one of Quench’s geographic service regions. • 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.

Requirements

• 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)