Bilingual Customer Care Representative

About the role

At Primo Brands, we are seeking a dedicated and customer-focused individual to join our team as a Bilingual Customer Care Representative. This role involves providing expert customer assistance on a wide array of topics including, but not limited to: general inquiries, product, filtration, and service inquiries, billing questions and other concerns while generating revenue by offering to add relevant products and services to the customer’s order.

Responsibilities

• 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 in both English and Spanish
• 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
• Provide support for outbound contact campaigns as required
• Achieve monthly sales/product education goals by making recommendations from our healthy hydration portfolio
• Use negotiation skills to provide alternative approaches to resolve customer issues and take immediate action to retain customers
• Deliver important efficiency and experience contact center metrics including but not limited to contact handling time, customer experience surveys, and schedule adherence

Qualifications

• Must be bilingual, both English and Spanish speaking
• High school diploma or GED
• Minimum of 1-year previous customer service and/or call center experience
• Ability to thrive in a fast-paced environment
• Ability to display business maturity at all times and work efficiently without on-site supervision
• Ability to remain in a stationary position for extended periods of time, including working at a desk and using a computer
• Ability to operate a computer and other office equipment, including keyboard, telephone, and headset
• Ability to communicate clearly and effectively, in person and over the phone, including the ability to exchange accurate information
• Ability to review and comprehend written and digital materials for extended periods

Technical Qualifications and Requirements

• Prior experience with setting up and troubleshooting remote workstations (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)
• 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

Benefits

• Compensation: $19.15 / hour + shift differential for applicable hours worked (after 5pm local time)
• Monthly Bonus: Eligible for up to $500 monthly bonus (based on performance)
• Health Benefits: Medical, prescription, dental, vision, flexible spending account (FSA), dependent care flexible spending account (FSA), health savings account (HSA)
• Retirement/Investing: 401K with a 5% match, Employee Stock Purchase Plan (ESPP)
• Insurance: Employee Life Insurance, short and long-term disability, critical illness, hospital indemnity, accident insurance, spouse/domestic partner/child life insurance, accidental death and dismemberment
• Other great benefits: Employee discounts, save on auto, home, and pet insurance, tuition reimbursement, paid vacation and sick time, 9 paid holidays and 3 paid floating holidays, paid leave for when you have a baby, adopt a child, or become a foster parent, legal services, identity theft protection, employee assistance program (EAP), adoption reimbursement benefit, FEDlogic, commuter benefits