Customer Service Representative

2 months ago

Norton, United States BlueTriton Full time

BlueTriton is a leading provider of spring and purified water products - the name behind your favorite bottled water brands. We are proud to offer an extensive portfolio of highly recognizable, responsibly sourced, and sustainably packaged spring water in addition to other quality products and services. Get ready to quench your thirst with exciting possibilities when you join BlueTriton for a fiercely good career doing work that matters.

ReadyRefresh brings hydration that supports a healthy lifestyle, and convenience that preserves precious time and sustainability to help improve our world. Our ReadyRefresh branches and warehouses are where our iconic brands begin their journey to the customer.

Job Description

Our Customer Service Representative (CSR) is a vital part of the growth and success of our business The primary role of a CSR is to provide customer assistance on a wide array of topics including, but not limited to: general inquiries, product and service inquiries, billing questions and other concerns. Therefore, candidates must demonstrate a fundamental commitment to providing a world-class customer service experience.

  • Reporting Location:Norton, MA.The role is mainly remote but requires visits to the office several times a month or as business needs arise.
  • Training:7 weeks on-site - 3 weeks of classroom training & 4 weeks of nesting/supported calls. Schedule will be 8:30 am - 5:00 pm ET for the first 7 weeks while on-site.
  • Work Schedule:Monday - Friday, availabilitybetween the hours of 10:00 am and 9:00 pm ET
  • Compensation:$17.23 / hour paid bi-weekly, $500 per month bonus opportunity (based on performance)
  • Excellent BTB Benefits:Medical, dental, vision, prescription, life insurance, short-term and long-termdisability, paid vacation, paid time off and much more

What You'll Do Daily:
  • 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
  • Achieve monthly sales/product education goals by making recommendations from out healthy hydration portfolio
  • Use negotiation skills to provide alternative approaches to resolve customer issues and take immediate action to retain customers

Qualifications

Requirements:
  • High school diploma or GED
  • Minimum of 1-yearprevious customer service and/or call center experience
  • Previous experience with live chat and/or customer retention is a plus but not required
  • Ability to thrive in a fast-paced environment
  • Ability to display business maturity at all times and work efficiently without on-site supervision

Technical Qualifications and Requirements:
  • 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 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 workstation (i.e. computer, phone, modem, router, etc.) preferred
  • Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers
  • Your device must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection
  • Must be able to certify compliance with requirements regarding internet speed and connection

BlueTriton Brands, Inc. ("BlueTriton") is a water and beverage company in North America that produces and distributes a portfolio of brands of spring water, purified water, and other beverages, which include Poland Spring®, Deer Park®, Ozarka®, Ice Mountain®, Zephyrhills®, Arrowhead®, Origin™, Saratoga®, AC+ION®, Pure Life®, B'EAU®, and Splash Refresher™. BlueTriton also owns and operates ReadyRefresh®, a water and beverage delivery service for homes and offices.

Headquartered in Stamford, Connecticut, BlueTriton is a privately held company with operations and distribution primarily in the United States and Canada, employing more than 7,000 employees. BlueTriton manages water resources for long-term sustainability and helps protect more than 20,000 acres of watershed area owned by the company from harm and destruction. The company sources from 56 springs and has 30 production facilities across North America, with some verified to the Alliance for Water Stewardship Standard. BlueTriton is a Water Champion with The Water Council and has committed to be verified under their WAVE program.

BlueTriton Brands is proud to be an Equal Opportunity and Affirmative Action employer, seeking to create a welcoming and diverse environment. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. BlueTriton Brands is committed to providing reasonable accommodation for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please contact us at BlueTritonHR@bluetriton.com

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