Associate Customer Service Representative (Remote)

About the role

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.

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.

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 sit/stand at desk for daily shifts with headset and finger dexterity for typing, required.
• High-speed internet, quiet and dedicated space.
• Flexibility for weekend and holiday shifts.

Skills

• Professional written and verbal skills.
• Exceptional interpersonal skills.
• Self-starter/ self-motivation/ discipline.
• Time management.
• Receptive to constructive feedback.
• Adaptability.
• Ability to organize a large amount of information.
• Can work independently and in a team environment.

Pay

Salary: $33,328.00 to $44,934.00 per year. Bonus Eligibility: Yes. Nestlé offers performance-based incentives and a competitive total rewards package.

Benefits

Benefits include a 401k with company match, healthcare coverage, and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at https://www.nestlejobs.com/nestle-in-the-us-benefits

Schedule

Flexibility for weekend and holiday shifts is required.