A hybrid role at Culligan Quench. 3+ years of experience in scheduling, logistics, field service coordination, or operations leadership
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Original listing text, shown exactly as published by the company.
Build rapport and trust with their team through consistent 1:1s, clear expectations, and transparent feedback
Achieve or maintain team KPIs related to scheduling performance, including SLA adherence, missed appointments, and work order management
Identify underperforming markets and develop targeted action plans for improvement
Demonstrate measurable gains in scheduling efficiency and a reduction in service-impacting issues
Reduce escalations by proactively identifying and closing skill gaps within the team
Partner with peers and leadership to contribute to at least one process improvement initiative
Establish a consistent cadence of documented 1:1s to track coaching and development progress
Team Leadership & Development
Supervise, mentor, and develop a team of 8–12 Scheduling Representatives
Deliver regular coaching, review scorecards, conduct performance reviews, and support individual development plans
Act as subject matter expert to support process and system improvements
Participate in special projects as needed to improve customer experience
Balance workload distribution based on volume, capacity, priority work orders, and shifting business priorities
Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution
Performance & Quality Management
Track key scheduling KPIs including SLA adherence, missed appointments, and work order aging
Reinforce the daily Scheduler Checklist to drive consistency and enforce SOPs
Identify training needs and process gaps; conduct audits of scheduling quality and accuracy
Participate in FSM/Scheduler daily calls as needed to support market performance
Reinforce accountability through consistent feedback and follow-up
Interpret performance reports to identify trends, coach to gaps, and recognize top performers
Operational Execution
Manage daily administrative functions including attendance tracking, scheduling oversight, and case queue management
Ensure team compliance with company policies, procedures, and applicable regulations
Review and act on missed appointments, aging work orders, and rescheduling trends throughout the day
Ensure schedules are optimized for technician efficiency and meet customer commitments
Proactively flag and communicate operational risks to leadership and cross-functional partners
Process Improvement & Collaboration
Identify opportunities to improve scheduling efficiency, reduce reschedules, and streamline workflows
Support updates to SOPs, routing logic, and scheduling guidelines
Conduct reporting, audits, and operational reviews as needed
Experience
3+ years of experience in scheduling, logistics, field service coordination, or operations leadership
Demonstrated track record of coaching teams to achieve KPI targets
Experience delivering performance feedback and conducting formal performance conversations
Skills & Competencies
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 and Microsoft Office
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 manage 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 programs)
Familiarity with NPS methodology and customer retention practices
Experience with Power BI
Culligan Quench
Other
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Culligan Quench is a water technology company that rents and services filtered water coolers, sparkling water, ice machines, and coffee dispensers to workplaces. The company became a subsidiary of Culligan through Culligan’s acquisition of AquaVenture Holdings in 2019. According to the site, over half of the Fortune 500 are customers. Zenith International lists Quench as a leading distributor in the point-of-use (POU) market along with Macke Water Systems and Nestle Waters. Quench is an independent operating company of AquaVenture Holdings. Quench is headquartered in King of Prussia, Pennsylvania. Quench was named an Online Marketing Success Story in Google's 2011 Economic Impact Report. In 2008, Quench was named a top 25 most successful startup by Businessweek.
Source: Wikipedia
