Quench Water & Solar

Customer Care Supervisor – Account Management

Quench Water & Solar

full-time

Posted on:

Location Type: Hybrid

Location: Grapevine • Texas • United States

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Salary

💰 $57,143 per year

About the role

  • Supervise, mentor, and develop a team of 8–12 Customer Care Representatives
  • Deliver regular coaching, conduct performance reviews, and support individual development plans
  • Assign and adjust workload based on call volume, staffing levels, and shifting business priorities
  • Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution
  • Track and analyze KPIs
  • Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed
  • Monitor call and case handling to ensure timely, accurate, and high-quality customer interactions
  • Manage daily administrative functions including scheduling, attendance tracking, and case queue oversight
  • Ensure team compliance with company policies, procedures, and applicable regulations
  • Support initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency

Requirements

  • 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
  • Exposure to workforce management concepts including scheduling, occupancy, and volume forecasting
  • Strong problem-solving skills with the ability to stay composed and make sound decisions under pressure
  • Clear and professional communication skills — verbal, written, and one-on-one coaching
  • Proficiency in Salesforce CRM and Microsoft Office; familiarity with telephony/contact center platforms (Ring Central)
  • Ability to interpret performance dashboards and reports to drive data-informed decisions
  • Skilled in conflict resolution and escalation management for both customer and employee situations
  • Highly organized, detail-oriented, and accountable — able to follow through on multiple priorities simultaneously
  • Experience with or willingness to adopt quality monitoring tools and customer satisfaction measurement frameworks
  • Frontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal leadership development programs)
  • Familiarity with NPS methodology and customer retention practices.
Benefits
  • Competitive salary and benefits
  • Incentive awards
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
KPI trackingperformance feedbackworkforce managementschedulingoccupancy forecastingvolume forecastingdata analysisquality monitoringcustomer satisfaction measurementNPS methodology
Soft Skills
coachingproblem-solvingcommunicationconflict resolutionorganizational skillsdetail-orientedaccountabilitydecision-makingmentoringcustomer experience enhancement
Certifications
frontline leadership trainingKen Blanchard certificationFranklin Covey certificationinternal leadership development programs