Escalations Representative

At Primo Brands, we pride ourselves on delivering top-notch services to our valued customers. We understand that customer satisfaction is the cornerstone of our success. Alongside that, we’re also committed to developing our people – enabling them to make the most of the many elements that help them to succeed.

We are currently seeking a dedicated and customer-focused individual to join our team as an Escalations Representative
. The Escalation Representative is part of a specialized contact center team that focuses on contacts from customers that have a heightened sensitivity and require next-level customer support. The focus of this role is to provide complaint resolution and to ensure the customer’s continued loyalty. In addition to ensuring outstanding customer satisfaction, this role is responsible for tracking and reporting business trends to assess any needs for process improvement.

Members of this team partner with other parts of the business to aid in complaint resolution.

If you are looking for a position that offers opportunities for continuous learning, professional growth, and cross functional collaboration, then this may be the position for you!

Reporting

Location:

Must be within commutable distance to Norton, MA Customer Care Center. Hybrid schedule.

Schedule:Monday – Friday from 12:00 pm to 9:00 pm EST

Compensation: $22.55+ / hour based on geographic location + shift differential for applicable hours worked (after 5pm local time)

Monthly Bonus: Eligible for up to $500 monthly bonus (based on performance)

Health Benefits:Medical, prescription, dental, vision, flexible spending account (FSA), dependent care flexible spending account (FSA), health savings account (HSA)

Retirement/Investing:401K with a 5% match, Employee Stock Purchase Plan (ESPP)

Insurance: Employee Life Insurance, short and long-term disability, critical illness, hospital indemnity, accident insurance, spouse/domestic partner/child life insurance, accidentaldeathand dismemberment

Other great benefits:Employee discounts, save on auto, home, and pet insurance, tuition reimbursement, paid vacation and sick time, 9 paid holidays and 3 paid floating holidays, paid leave for when you have a baby, adopt a child, or become a foster parent, legal services, identity theft protection, employee assistance program (EAP), adoption reimbursement benefit,FEDlogic, commuter benefits

• Handle challenging customer calls in a courteous and professional manner, providing complaint resolution and ensuring the customer’s continued loyalty to our brand.

• Provide satisfaction and first call resolution to any customer who is requesting their call to be escalated, and follow up on the account to ensure ongoing success as needed.

• Assess needs and suggest creative solutions and handle situations that require extensive research and follow up according to the nature of the situation.

• Manage relationships with business partners to ensure customer satisfaction and issue resolution.

• Engage with customers and business partners through both verbal and written communication to resolve issues and ensure customer satisfaction.

• Follow processes to alert business partners to highly sensitive issues and collaborate with Leadership and cross functionally to ensure fast and thorough resolution.

• Assist with departments or skill sets more foundational than Escalations, based on business needs.

Requirements:

• Dedicated to delivering exceptional customer experiences and committed to resolving challenging situations

• High school diploma or GED

• Minimum of 1 year primarily handling customer escalations in a customer service/call center environment.

• Ability to thrive in a fast-paced environment.

• Excellent written and oral communication skills.

• A…