Customer Care Representative

Overview

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 a Customer Care Representative. In this role you will provide expert customer assistance on a wide array of topics including, but not limited to: general inquiries, product, filtration, and service inquiries, billing questions and other concerns while generating revenue by offering to add relevant products and services to the customer's order.

Candidates must demonstrate a fundamental commitment to providing a world-class customer service experience.

Reporting

Location:

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

Schedule:

Monday - Friday from 12:00 pm to 9:00 pm EST

Training:
Training will be 8:00 am - 5:00 pm EST

Compensation: $18.15 / hour + shift differential for applicable hours worked (after 5pm local time)

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

Benefits of working for Primo Brands:

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, accidental death and 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

Responsibilities

* Respond to incoming calls from existing residential and commercial clients with a goal of providing world-class customer service, diagnosing customer needs and concerns

* Handle difficult customer calls in a courteous and professional manner

* Correctly enter information into our Customer Relationship Management (CRM) system according to the customer's needs and/or concerns

* Communicate company policies and provide creative approaches to resolve customer issues such as billing errors or service opportunities

* Display exceptional decision-making and problem-solving capabilities to take immediate action on all calls

* Provide support for outbound contact campaigns as required

* Achieve monthly sales/product education goals by making recommendations from our healthy hydration portfolio

* Use negotiation skills to provide alternative approaches to resolve customer issues and take immediate action to retain customers

* Responsible for delivering important efficiency and experience contact center metrics including but not limited to contact handling time, customer experience surveys, and schedule adherence

Qualifications

What you need to have:

* High school diploma or GED

* Minimum of 1-year previous customer service and/or call center experience.

* Ability to thrive in a fast-paced environment

* Ability to display business maturity at all times and work efficiently without on-site supervision.

* Ability to remain in a stationary position for extended periods of time, including working at a desk and using a computer

* Ability to operate a computer and other office equipment, including keyboard, telephone, and headset

* Ability to communicate clearly and effectively, in person and over the phone, including the ability to exchange accurate information.

* Ability to review and comprehend written and digital materials for extended periods.

Technical Qualifications and Requirements:

* The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation.

* Work environment must be free from distractions, including any background noise that impacts the customer experience.

* The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information.

* Prior experience with setting up and troubleshooting remote workstations (i.e. computer, phone, modem, router, etc.) preferred.

* Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers.

* Your device must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection.

* Must be able to certify compliance with requirements regarding internet speed and connection.

Primo…