Flex Customer Service Agent

About the role

The Flex Customer Service Agent is responsible for delivering an exceptional customer experience to Hill's customers and/or consumers. The role consists of interactions over phone, email, chat or other systems. The agent may handle a variety of responsibilities to include, but not limited to placing special orders, answering product, technical or service questions, troubleshooting issues that may be technical or service related, addressing praise or complaints appropriately, and maintaining account information. The candidate must also possess the ability to work cross functionally on various types of work during a shift. This is a Flex position for six months. Eligible to apply for a permanent position 30 days prior to the contract end date or at the beginning of the sixth month of employment. This is a hybrid position Monday - Friday with 2 shifts between the hours of 8:00am - 5:00pm. Based on the area you are assigned, you can be assigned in-office days on Monday/Tuesday or Wednesday/Thursday. The office is located in Overland Park, KS.

Responsibilities

• Respond to, research and resolve customer inquiries/issues
• Provide quality service and support for both Hill's consumers and customers in a variety of areas including, but not limited to product information, registration and password assistance, delivery inquiries, technical issues, EDI, Platform assistance, and finance questions
• Provide quality service and support in a variety of areas including telephone, email, chat, social media and letter inquiries (complaints, suggestions, praise, questions, and issues) from pet owners, retailers, breeders, field personnel, etc
• Summarize and enter all data accurately and thoroughly in computer system following established guidelines
• Interact with, build rapport, and create goodwill across Hill's stakeholders by applying Procedure Flows and escalating exceptions as needed
• Analyze personal performance metrics and amplify strengths and opportunities for growth
• Participate within team to identify strengths and process improvements
• Report system concerns, help with issue identification, submit IT ticket requests and conduct systems testing
• Provide quality service and support in a variety of areas including, but not limited to more specialized services, system testing, refunds & exchanges, website navigation, and complete feeding calculations using Quick Reco
• Support marketing promotions with follow-up coupons, delight bags and swag to pet parents

Required Qualifications

• High School Diploma
• 3+ years of Customer Service Experience
• Proficient in typing and customer service technology tools such as Google Suite, C4C and/or SAP, etc

Preferred Qualifications

• Bachelor's degree in business or related fields

Pay

Salary Range $43,500.00 - $43,500.00 USD. Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits

Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.