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 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 relevant products and services to the customer’s order. Candidates must demonstrate a fundamental commitment to providing a world‑class customer service experience.

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

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

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

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

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: 401(k) 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

• 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

• 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

• The employee must have 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…