Bilingual - Customer Care Representative
About the role
About Quench
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. Quench 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. 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 1,200 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit www.quenchwater.com .
About the Role
Reporting to the Senior Customer Care Manager, the Bilingual Customer Care Representative is responsible for delivering world-class customer service by efficiently handling customer requests, creating service orders, managing routing and dispatch, and maintaining regular communication with the Field Service team. This role also focuses on building and maintaining strong relationships with both clients and internal teams by providing prompt, accurate, and dependable support to foster long-term customer loyalty.
Key Responsibilities:
- Deliver exceptional customer service on every interaction
- Respond to customer inquiries via phone and electronic channels
- Resolve issues quickly and accurately or escalate as per established protocols
- Handle and resolve customer complaints with professionalism
- Meet or exceed performance metrics (KPIs)
- Demonstrate strong listening skills and remain calm under pressure
- Support and mentor other members of the Customer Care team when needed
Qualifications:
- Bilingual in French and English (required)
- Minimum 1+ years of customer service experience in a fast-paced environment
- Proven ability to communicate effectively to promote resolution
- Experience with routing and dispatch is a strong asset
Skills:
- Enthusiastic and entrepreneurial mindset
- Strong multitasking and adaptability skills
- Excellent verbal and written communication
- Highly organized with effective time management
- Strong problem-solving ability
- Proficient with general computer systems and MS Office Suite
- Ability to work independently and collaboratively within a team
Additional Information:
- Applicants must be legally authorized to work permanently in the country of posting
- Final candidate must successfully complete a criminal background check
About Quench Canada, Inc.
Over 20 years of industry experience and state-of-the-art filtration technologies make Quench Canada the authority in sustainable drinking water solutions tailored for your home or business. We offer water-as-a-service solutions by providing filtered drinking water through a broad array of bottleless machines, including bottleless water coolers, ice machines, and sparkling and flavored water machines. Customers choose Quench Canada because we have the depth of options and a consistently high level of service. Headquartered in London, Ontario, Quench is a subsidiary of Culligan.
Bilingual - Customer Care Representative
About the role
About Quench
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. Quench 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. 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 1,200 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit www.quenchwater.com .
About the Role
Reporting to the Senior Customer Care Manager, the Bilingual Customer Care Representative is responsible for delivering world-class customer service by efficiently handling customer requests, creating service orders, managing routing and dispatch, and maintaining regular communication with the Field Service team. This role also focuses on building and maintaining strong relationships with both clients and internal teams by providing prompt, accurate, and dependable support to foster long-term customer loyalty.
Key Responsibilities:
- Deliver exceptional customer service on every interaction
- Respond to customer inquiries via phone and electronic channels
- Resolve issues quickly and accurately or escalate as per established protocols
- Handle and resolve customer complaints with professionalism
- Meet or exceed performance metrics (KPIs)
- Demonstrate strong listening skills and remain calm under pressure
- Support and mentor other members of the Customer Care team when needed
Qualifications:
- Bilingual in French and English (required)
- Minimum 1+ years of customer service experience in a fast-paced environment
- Proven ability to communicate effectively to promote resolution
- Experience with routing and dispatch is a strong asset
Skills:
- Enthusiastic and entrepreneurial mindset
- Strong multitasking and adaptability skills
- Excellent verbal and written communication
- Highly organized with effective time management
- Strong problem-solving ability
- Proficient with general computer systems and MS Office Suite
- Ability to work independently and collaboratively within a team
Additional Information:
- Applicants must be legally authorized to work permanently in the country of posting
- Final candidate must successfully complete a criminal background check
About Quench Canada, Inc.
Over 20 years of industry experience and state-of-the-art filtration technologies make Quench Canada the authority in sustainable drinking water solutions tailored for your home or business. We offer water-as-a-service solutions by providing filtered drinking water through a broad array of bottleless machines, including bottleless water coolers, ice machines, and sparkling and flavored water machines. Customers choose Quench Canada because we have the depth of options and a consistently high level of service. Headquartered in London, Ontario, Quench is a subsidiary of Culligan.