Hiring Event- Customer Service Representative

At Primo Brands, we pride ourselves on delivering top-notch services to our valued customers and fostering a culture that develops our people. We are seeking a dedicated, customer-focused Customer Care Representative to join our team in Lakeland, FL.

About the role

In this position, you will provide expert customer assistance on a wide range of topics, including general inquiries, product and service questions, billing concerns, and more. You will also generate revenue by offering relevant products and services to customers. A fundamental commitment to delivering world-class customer service is essential.

Responsibilities

• Respond to incoming calls from residential and commercial clients, providing world-class customer service and diagnosing customer needs.
• Handle difficult customer calls courteously and professionally in both English and Spanish.
• Accurately enter information into our Customer Relationship Management (CRM) system based on customer needs.
• Communicate company policies and provide creative solutions to resolve customer issues, such as billing errors or service opportunities.
• Demonstrate exceptional decision-making and problem-solving skills to take immediate action on all calls.
• Support outbound contact campaigns as required.
• Achieve monthly sales and product education goals by recommending products from our healthy hydration portfolio.
• Use negotiation skills to provide alternative solutions and retain customers.
• Deliver key contact center metrics, including contact handling time, customer experience surveys, and schedule adherence.

Requirements

• Must be bilingual in English and Spanish.
• High school diploma or GED.
• Minimum of 1 year of customer service and/or call center experience.
• Ability to thrive in a fast-paced environment and work efficiently without on-site supervision.
• Ability to remain stationary for extended periods, including working at a desk and using a computer.
• Proficiency in operating office equipment, including keyboard, telephone, and headset.
• Strong communication skills, both verbal and written, with the ability to exchange accurate information.
• Ability to review and comprehend written and digital materials for extended periods.

Schedule

• Monday - Friday, 12:00 pm to 9:00 pm EST.
• Training schedule: 8:00 am - 5:00 pm EST.

Pay

• Base pay: $16.50 per hour.
• Shift differential for applicable hours worked (after 5 pm local time).
• Eligible for up to $500 monthly bonus based on performance.

Benefits

• Health Benefits: Medical, prescription, dental, vision, Flexible Spending Account (FSA), Dependent Care 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 Benefits: Employee discounts, auto/home/pet insurance discounts, tuition reimbursement, paid vacation and sick time, 9 paid holidays, 3 paid floating holidays, paid parental leave, legal services, identity theft protection, Employee Assistance Program (EAP), adoption reimbursement, FEDlogic, commuter benefits.