Customer Experience Representative

2 weeks ago

Huntsville, United States BlueTriton Brands 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

The Customer Experience Representative is part of a specialized call center team that focuses on Escalations and Quality. The focus of this role is to provide complaint resolution and to ensure the customer's continued loyalty. In addition to ensuring excellent customer satisfaction, this role is responsible for tracking and reporting business trends to assess any needs for process improvement. Members of this team are exposed to various parts of the business. If you are looking for a position that offers opportunity for continuous learning, professional growth, and career pathing than this may be the position for you

Location: Remote

Schedule: Monday – Friday, availability between the hours of 9am and 7pm Central (10am and 8pm ET)

Hourly Rate: $20.50 / hour + 6-8% of base hourly rate shift differential paid for applicable hours worked

What you'll do daily:

  • Handle difficult customer calls in a courteous and professional manner, providing complaint resolution and ensuring the customer's continued loyalty to our brand.

  • Provide satisfaction and one call resolution to any customer who is requesting their call to be escalated, as well as quality complaints or concerns.

  • Assess needs and suggest alternative products or services and handle situations that require adaptation of response and/or extensive research and follow up according to the nature of the situation.

  • Manage relationships with business partners to ensure customer satisfaction and issue resolution.

  • Reporting of all quality concerns, alerting business partners with high sensitivity issues, sending/explaining water quality test results, providing a closed loop process and ensuring customer advocacy as the final stage of the overall process.

Qualifications

Key qualifications include, but are not limited to:

  • High School Diploma, GED or equivalent work experience

  • Minimum 1 year of experience primarily handling customer escalations in a customer service/call center environment

  • Ability to thrive in a fast-paced environment

  • Excellent written and oral communication skills

  • Possess a high degree of professionalism; ability to adhere to confidentiality

  • Strong computer skills including Microsoft Office Suite, Salesforce and DOS based systems

  • Detail oriented, self-motivated, able to multitask and meet deadlines

  • Exceptional organizational and time management skills

  • Must be able to work independently and have outstanding decision making and problem-solving ability

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 (xyz@bluetriton.com)

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