Retention Specialist -Hybrid

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 https://quench.culligan.com/   About Culligan There’s nothing more fundamental to life on Earth than water.  At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love.  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 Key Responsibilities

Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities

Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections

Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn

Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff

Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability

Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement

Required Qualifications

2+ years of professional experience in sales, account management, customer retention, or customer success

Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications

Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation

Commitment to following documented processes, standard operating procedures, and established retention pathways

Excellent verbal and written communication skills with ability to tailor messages to different audiences

Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly

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

Exceptional organizational skills, ability to multi-task, and thrive in a fast-paced, results-driven environment

Preferred Qualifications

Experience in B2B SaaS, subscription, or recurring revenue business models

Familiarity with water treatment, water technology, or environmental sustainability industries

Experience with negotiation frameworks, pricing flexibility, or contract modification

Benefits

Medical, Dental, Vision which start day one

401(k) match of 50% up to 6%

Life insurance 

Disability

Unlimited Paid Time Away

Parental leave

Additional voluntary benefits

Role Highlights

Hybrid work model

Career progression opportunities

Coaching and professional development

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.