Customer Service Representative

About the Role:

Reporting to the Senior Customer Care Manager, the Bilingual Customer Care Specialist is responsible for delivering world-class customer service by efficiently handling customer requests, creating service orders, managing routing and dispatch, and maintaining regular communication with the Field Service team. This role also focuses on building and maintaining strong relationships with both clients and internal teams by providing prompt, accurate, and dependable support to foster long-term customer loyalty.

Key Responsibilities:

• Deliver exceptional customer service on every interaction
• Respond to customer inquiries via phone and electronic channels
• Resolve issues quickly and accurately or escalate as per established protocols
• Handle and resolve customer complaints with professionalism
• Manage customer cancellation requests and proactively identify opportunities to retain business
• Build rapport with customers, uncover root causes of dissatisfaction, and present solutions that support customer retention
• Meet or exceed performance metrics (KPIs)
• Demonstrate strong listening skills and remain calm under pressure
• Support and mentor other members of the Customer Care team when needed

Qualifications & Skills:

• Minimum 1+ years of customer service experience in a fast-paced environment
• Proven ability to communicate effectively to promote resolution
• Previous experience in customer retention, account management or objection handling is an asset
• Enthusiastic and entrepreneurial mindset
• Strong multitasking and adaptability skills
• Excellent verbal and written communication
• Highly organized with effective time management
• Strong problem-solving ability
• Proficient with general computer systems and MS Office Suite
• Ability to work independently and collaboratively within a team
• Resilient, confident, and comfortable managing difficult conversations

Additional Information:

• Applicants must be legally authorized to work permanently in the country of posting
• Final candidate must successfully complete a criminal background check and reference check

Why Join Us:

• Join a fast-growing, innovative company with a trusted reputation and a loyal, expanding customer base.
• Collaborate with a supportive leadership team and passionate cross-functional partners committed to your success.
• Enjoy a competitive compensation package that includes:
• Base salary
• Comprehensive benefits
• RRSP match to support your long-term financial goals
• Thrive in a hybrid work environment that promotes flexibility and work-life balance.

About Quench:

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. Quench 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. 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 1,200 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit www.quenchwater.com.