Associate Customer Service Representative; Remote

Associate Customer Service Representative (Remote)
Associate Customer Service Representative (Remote)

At Nestlé Health Science, we believe that nutrition, science, and wellness must merge, not collide. Here, we embrace the intrinsic connections of these three pillars, harnessing their collective strength to empower healthier lives. Our broad product portfolio includes renowned brands like Garden of Life®, Nature's Bounty®, Vital Proteins®, Orgain®, Nuun®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more. We also have extensive pharmaceutical expertise, offering innovative medicines that aim to prevent, manage, and treat gastrointestinal and metabolic-related diseases.

At Nestlé Health Science, we bring our best for better lives. Our people are challenged to bring fresh, diverse views and make bold moves to empower healthier lives through nutrition. We know brilliant ideas can come from anyone, anywhere. Here we embrace the entrepreneurial spirit and collaborate with teams that champion focused and forward thinking. We are committed to fostering professional growth and celebrating the achievements of our people along the way.

We offer dynamic career paths, robust development, opportunities to learn from talented colleagues around the globe, and benefits that support physical, financial, and emotional wellbeing.

Join us to innovate for impact and reimagine the future of health and nutrition for patients and consumers.

POSITION OVERVIEW:

We are looking for a detailed, focused, and positive Associate Customer Service Representative team member to support our loyal and passionate consumers. As an Associate Representative you’ll be responsible for resolving a variety of incidents on one or more communication channels, such as emails and phone calls. We strive to provide a uniformed experience for our consumers with knowledgeable reps who can problem-solve, actively listen, and appropriately communicate product knowledge, account information, resolutions, alternatives, and policies.

KEY RESPONSIBILITIES:

• Works to resolve general consumer issues and questions over specific channels.
• Manage customer communication on at least two channels-such as phone and chat.
• Ensures proper triage and/or escalations to Leads, Senior Agents and Managers to ensure timely and efficient resolution for consumers.
• Identify the source of the customer's issue using appropriate resources and communicate resolve in a clear and concise manner.
• Comfortable navigating multiple tech systems and platforms. This may include customer support software, CRM systems, knowledge bases, shipping platforms and other tools necessary for providing efficient consumer care.
• Accurately complete consumer account updates, verify consumer information, and adhere to policy and procedure requirements.
• Articulate expert level information for product and service features to consumers.
• Ability to upsell and support retention efforts, as available.
• Stay current with department updates and policies changes by reading, reviewing and active listening on all internal communication platforms.
• Meet department quality and efficiency expectations to ensure a uniformed customer experience and Brand voice- including adhering to performance metrics, service level agreements, and consumer satisfaction targets.
• Additional tasks as assigned.

EXPERIENCE AND

EDUCATION REQUIREMENTS:

• High School Diploma or equivalent is required. Bachelor’s Degree is a positive.
• Two years of customer service experience is strongly preferred.
• Experience with a ticketing system/CRM system.
• Remote working experience preferred.
• Sales, Supplement, Health, or Nutrition work experience a plus.
• Proficient with MS Office software and phone systems a plus.
• Ability to…