Culligan Quench
Customer Care Supervisor
Grapevine, TX
Sponsorship not specified$57k-$57kDetected 25 days ago
SalesforceCRMAccount ManagementForecastingPerformance ManagementCustomer SupportCadenceLeadershipProblem SolvingMentoringAdaptabilityOrganizational Skills
About the role
- This is a hands-on leadership role in which Supervisors balance team leadership responsibilities with direct operational contributions aligned to business needs.
- Within the first 90 days, a successful Supervisor will:
- Establish a consistent coaching cadence with all direct reports
Responsibilities
- Supervise, mentor, and develop a team of 8-15 Customer Care employees
- Deliver regular coaching, conduct performance reviews, and support individual development plans
- Drive a culture of quality and accountability through audit reviews, coaching, SLA adherence, documentation accuracy, and consistent execution of standard operating procedures.
- Drive consistent achievement of productivity, quality, customer satisfaction, and retention goals through proactive performance management and coaching.
- Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed
- Effectively develop and use available reporting resources such as PowerBI, Salesforce to identify performance trends and develop coaching tactics to help drive improvement in performance and reduce cancellations
Requirements
- Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.
- 3+ years of experience in a customer service leadership role, ideally within a contact center or subscription based, account management function.
- Demonstrated track record of coaching teams to hit KPI targets
- Experience writing and delivering performance feedback and conducting formal performance conversations
- Strong problem-solving and conflict resolution skills with the ability to remain composed and make sound decisions under pressure
- Experience with or willingness to adopt quality monitoring tools, customer satisfaction frameworks, and continuous improvement practices
- Familiarity with NPS methodology and customer retention practices
Compensation
- Quench offers salary, commission, benefits, and incentive awards.
Benefits
- Quench offers salary, commission, benefits, and incentive awards.
Company info
- We are proud to be an
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.
- Equal Opportunity Employer.
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This listing is sourced directly from Culligan Quench's careers page and normalized into a canonical job model.