Customer Service Representative

This website

Location:

USA, Fort Collins, CO

Team:

Sales

Position:

Full time

Type:

Regular

Posted:

Posted Today

Job reference:

R

**Job Description**

A collective energy and ambition. A place where you can make a real difference.

Were a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

**Role Summary**

Customer Service: Responsible for primary contact with the companys consumer inquiries, which include email, phones and written correspondence. Support includes the ability to provide technical information on all products, the ability to enter an order; resolve order status problems or questions; supply product information, save the sale, DRTV sells and upsells, to handle all consumer complaints to the satisfaction of the customer and company.

**Role Accountabilities and Responsibilities**

Each agent averages 650+ total contacts per-month (Chat, Email, Calls and Letters)

Service Level Goal- to answer 85% of calls on Mondays in 30 seconds or less and Tuesdays-Sundays answer 90% of calls in 30 seconds or less.

Average Handle Time- this is the amount of time spent talking to the customer, goal is to be at 350 seconds or less

Quality Assurance Score- listening to calls and providing a score, goal is 88% or better

Saves percentage for Toppik- goal is 28% or better (previous third-party contact center was at 9%)

Sale percentage for DRTV- goal 55% or better

Average Order Valve for DRTV- goal $235 or better

Handle Critical Complaints from all customers and negative feedback

Working with Engineering and Marketing on providing product updates or issues from products

Agents are required to follow their schedules daily. Schedules are generated through Telepoti, which forecasts the amount of calls and achieve results based on goals above

Supports the company mission, goals and values, including continuous improvement and flexibility in a rapidly changing environment

Interacts effectively with employees, customers and contributes to the team environment

Handles calls, emails, and written correspondence

Maintains a high level of customer support by providing professional, knowledgeable and courteous service at all times

Achieves and maintains customer service levels and KPI goals

Actively strives to maintain a high awareness of safety

Conduct all activities in a fair, ethical manner, which complies with all corporate policies.

Participates in periodic training and updating of skills

Trains cross-functionally in customer service, to support all customer contacts if necessary

Responsible for following the quality system procedures

Other duties as assigned

**Operating Knowledge, Skills, and Abilities**

Magento

Oracle

CRM (in-house customer management system)

E-Portal

Avaya Phone System

Teleopti (Workforce Management Software)

Unlike Marketing & Engineering, Customer Service agents for Waterpik are required to know both showers and oral. Where Marketing and Engineering has two different departments.

**Education and Experience**

High school education or equivalent (Post HS graduate studies or degree preferred)

Three years of customer service experience required, preferably in an order entry, manufacturing, call center or fulfillment environment

Must be computer literate and demonstrate the ability to learn new software and computer systems

Must have excellent oral and written skills in order to communicate effectively with all internal and external customers

**Required Training**

7- business days of classroom training

**Other Qualifications & Physical Requirements**

Sedentary job involving heavy data entry and phone traffic

Must be able to make quick and accurate decisions

Must be able to provide accurate information to both employees and the general public on a professional level

Use of a headset microphone is required

**Reporting Relationship:** Director, Customer Service

**Supervisory Duties:** None

**Salary and Benefits**

Water Pik, Inc., a partner company of Church & Dwight Company, Inc., offers an extensive Total Reward package for this position, including:

Estimated pay: $ Hourly

Medical, Dental, Vision Insurance / Healthcare and Dependent Care Flexible Spending / Health Savings Account / Commuter Reimbursement Account

Vacation / Holiday / Sick Time / Pandemic Leave / Short and Long Term Disability / Life & AD&D / Spouse/Child Optional Life / Supplemental Life & AD&D / Family and Medical Leave / Bereavement

Adoption Assistance / Tuition Reimbursement / Employee Assistance Program / Identity Theft Protection / Critical Illness Insurance

Savings and Profit Sharing Plan / 401(k) Match / Employee Stock Purchase Plan

This information is provided in compliance with the Colorado Equal Pay for Equal Work Act and is the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

**COVID VACCINE REQUIREMENT*:** To support the health and safety of our team members, successful candidates for employment in this role must (1) be fully vaccinated against COVID-19 as defined by the Centers for Disease Control and Prevention (CDC) and to have submitted proof of vaccination status, or (2) request and receive an approved accommodation based on medical circumstances or sincerely held religious beliefs, practices or observances.

***Only applicable for Corporate positions based in Princeton, NJ and Ewing, NJ**

Church & Dwight is proud to be an Equal Opportunity Employer/Veterans/Individuals with Disabilities.

For more information on our company, our brands and our culture visit us at

Role Location

**United States**

With corporate offices and major plants across the country, were building consumer products and connecting with global offices from the place where it all began.

As an equal opportunity employer, Church & Dwight is committed to providing access and opportunities to individuals with disabilities. Applicants who require accommodation in the job application process may contact or email their resume and cover letter to Please note that these options are available only to those needing an accommodation because of a medical condition or disability. All email submissions should include Accommodation needed in the subject line as well as information related to the specific position you are interested in (requisition number, job title, location, etc.). Church & Dwight will not respond to inquiries made to or that are not related to accessibility of the online application system by persons with medical conditions or disabilities. To review Church & Dwights **Equal Opportunities Employer Policy**, click link below.