What are the responsibilities and job description for the Retention Specialist -Hybrid position at Quench USA, Inc.?
**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
**About the Role**
The Hybrid Retention Specialist plays a critical revenue-protection role in handling customer cancellation requests and preventing churn. This position requires strong consultative skills, empathy, and the ability to understand customer concerns, work collaboratively with internal teams to resolve barriers, and finalize modified agreements that strengthen retention.
The ideal candidate is commutable to our King of Prussia, PA office location and will combine professional communication with execution discipline, excelling at objection handling, de-escalation, and closing conversations to move retained customers toward implementation. Success requires collaboration across Service, Operations, and Billing teams to remove friction and demonstrate renewed value within established frameworks.
**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 implementatio
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
$48,000 - $58,000 a year
Quench offers salary, commission, benefits, and incentive awards.
We are proud to be an Equal Opportunity Employer.
Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
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.
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
**About the Role**
The Hybrid Retention Specialist plays a critical revenue-protection role in handling customer cancellation requests and preventing churn. This position requires strong consultative skills, empathy, and the ability to understand customer concerns, work collaboratively with internal teams to resolve barriers, and finalize modified agreements that strengthen retention.
The ideal candidate is commutable to our King of Prussia, PA office location and will combine professional communication with execution discipline, excelling at objection handling, de-escalation, and closing conversations to move retained customers toward implementation. Success requires collaboration across Service, Operations, and Billing teams to remove friction and demonstrate renewed value within established frameworks.
**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 implementatio
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
$48,000 - $58,000 a year
Quench offers salary, commission, benefits, and incentive awards.
We are proud to be an Equal Opportunity Employer.
Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
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.
Salary : $48,000 - $58,000