Customer Care Representative

Customer Care 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 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

• 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 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…