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Client Relations Specialist

2 months ago

Huntsville, Texas, United States BlueTriton Brands Full time

Company Overview

BlueTriton Brands is a prominent provider of spring and purified water products, recognized for its commitment to sustainability and quality. Our extensive portfolio includes some of the most beloved bottled water brands, and we are dedicated to delivering hydration solutions that support a healthy lifestyle.

Position Summary

The Customer Experience Representative plays a crucial role within our specialized call center team, focusing on escalations and quality assurance. This position is essential for resolving customer complaints and fostering loyalty to our brand. In addition to ensuring high levels of customer satisfaction, the representative will track and report on business trends to identify opportunities for process enhancements.

Key Responsibilities

  • Manage challenging customer interactions with professionalism, ensuring effective complaint resolution and maintaining customer loyalty.
  • Provide one-call resolutions for escalated inquiries and quality-related concerns.
  • Evaluate customer needs and recommend alternative products or services, adapting responses as necessary based on the situation.
  • Collaborate with business partners to ensure customer satisfaction and effective issue resolution.
  • Document quality concerns and communicate sensitive issues to relevant stakeholders, ensuring a thorough follow-up process.

Qualifications

Essential Qualifications:

  • High School Diploma, GED, or equivalent experience.
  • A minimum of one year of experience in handling customer escalations within a customer service or call center environment.
  • Ability to excel in a fast-paced work setting.
  • Strong written and verbal communication skills.
  • High level of professionalism and confidentiality.
  • Proficient in Microsoft Office Suite, Salesforce, and DOS-based systems.
  • Detail-oriented, self-motivated, and capable of multitasking while meeting deadlines.
  • Exceptional organizational and time management abilities.
  • Ability to work independently with strong decision-making and problem-solving skills.

Technical Requirements:

  • A designated workspace at home suitable for a Home Agent workstation.
  • A distraction-free work environment to enhance the customer experience.
  • Prior experience in setting up and troubleshooting remote workstations is preferred.
  • Reliable internet connection with a minimum of 100 mbps download and 15 mbps upload speed from approved providers.
  • Direct connection to the router/modem via Ethernet cable is required.

BlueTriton Brands is an Equal Opportunity and Affirmative Action employer, committed to fostering a diverse and inclusive workplace.