Bilingual Customer Care Representative

Overview

Primo Brands delivers top‑notch water and customer care services. We are looking for a dedicated Bilingual Customer Care Representative to join our Norton, MA Customer Care Center.

In this role you will provide expert customer assistance on a wide array of topics including general inquiries, product, filtration, service, billing, and other concerns while generating revenue by offering 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: 8:00 am - 5:00 pm EST.

Compensation: $19.15 per hour plus shift differential for hours worked after 5:00 pm 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 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, savings on auto, home, and pet insurance, tuition reimbursement, paid vacation and sick time, 9 paid holidays and 3 paid floating holidays, paid leave for new parents or foster parents, legal services, identity theft protection, employee assistance program (EAP), adoption reimbursement benefit, FEDlogic, commuter benefits.

• 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 in both English and Spanish.
• 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 contact handling time, customer experience surveys, and schedule adherence.

• Must be bilingual, fluent in both English and Spanish.
• High school diploma or GED.
• Minimum of 1 year of 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.

• The employee must have a space in his or her 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 (computer, phone, modem, router, etc.) is preferred.
• Must have an internet…