Customer Loyalty Manager

About Us

Liquid Environmental Solutions is a leading provider of grease trap cleaning and wastewater removal services, serving much of the continental United States for over 20 years. We are committed to delivering exceptional service and environmentally responsible solutions to our clients.

Job Summary

We are seeking a proactive and customer-centric Customer Loyalty Manager to join our Customer Solutions team. This role is critical in strengthening customer relationships, preventing cancellations, and ensuring continued satisfaction—especially during service changes such as price increases. The ideal candidate will be a strategic problem-solver who can offer tailored solutions that align with customer needs and business goals.

Key Responsibilities

Customer Retention & Loyalty

• Proactively engage with customers at risk of cancellation to understand concerns and offer alternative solutions that meet their needs.
• Develop and implement strategies to retain customers during pricing adjustments, ensuring transparency and value communication.
• Monitor customer satisfaction and loyalty metrics to identify trends and opportunities for improvement.

Account Management

• Build and maintain strong, long-lasting relationships with existing clients.
• Serve as the primary point of contact for customer inquiries, concerns, and service requests.
• Understand the unique needs of each client and provide personalized support and solutions.

Customer Support

• Respond promptly and professionally to customer inquiries via phone, email, and other channels.
• Collaborate with field teams to coordinate service schedules and ensure customer expectations are met or exceeded.
• Resolve customer issues efficiently and empathetically, ensuring a positive experience.

Sales & Upselling

• Identify opportunities to upsell or cross-sell additional services that add value for the customer.
• Educate clients on the benefits of our full range of services.
• Meet or exceed sales and retention targets.

Documentation & Reporting

• Maintain accurate and up-to-date customer records in the CRM system.
• Track and report on customer interactions, retention efforts, and feedback.
• Provide insights and recommendations based on customer data and trends.

Market & Industry Awareness

• Stay informed about industry trends, regulations, and competitive offerings.
• Use market knowledge to anticipate customer needs and provide proactive solutions.

Qualifications

• Proven experience in account management, customer success, or a similar customer-facing role.
• Strong communication, negotiation, and interpersonal skills.
• Demonstrated ability to resolve conflicts and retain customers under challenging circumstances.
• Familiarity with CRM systems and standard business software.
• Industry knowledge in grease trap cleaning and wastewater services is a plus, but not required.

Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement savings plan.
• Ongoing training and career development opportunities.
• Supportive and collaborative team environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities