Keurig Dr Pepper Customer Service Escalation Representative in Boston, Massachusetts
Are you interested in joining Keurig Dr. Pepper's Consumer Care department?
We are a team devoted to the utmost satisfaction of Keurig Dr. Pepper's consumers. As a Customer Service Escalation Representative you will be the liaison between Keurig Dr. Pepper and its consumers. Daily tasks include responding to inbound phone calls and emails, taking orders, troubleshooting our products and problem solving. You will provide the high level of consumer service that we strive for; forming positive, lasting relationships with consumers.
This is a full-time position that will be supporting a hybrid arrangement of remote work for two days per week, as well as working in-office three days per week at our headquarters in Burlington, MA. The schedule will be Monday - Friday with standard working hours from 8:00am - 5:00pm EST. Arrangements are subject to change according to changing business needs, and additional flexibility to support possible overtime beyond the listed hours is required as scheduled.
This is a non-exempt position with a minimum starting rate of $19/hour. Pay is flexible and determined by the candidate's experience level. Attractive benefits package (medical, dental, vision, 401k, etc.) available immediately!
What you will do:
Respond to consumer inquiries effectively and efficiently while upholding KDP's Excellence in Service standards. This includes processing orders, educating consumers on our various products or services, and troubleshooting our products, services, or website all within the required timeframe.
Investigate and resolve consumer issues. Offer alternative solutions where appropriate to resolve issue with the main objective of retaining customer's business and doing so with one call resolution.
Follow-up with consumers to ensure the issue has been resolved to the consumer's satisfaction.
Utilize a multitude of systems to gather, process, log and retrieve, and communicate information to perform or complete customer activity.
Work cooperatively with peers and other departments, keeping appropriate individuals informed to assure positive customer relations are maintained.
Meet or exceed department goals related to service level metrics, quality of service and other department measures, KPI's and expectations.
Maintain a balance between handle time, quality, and meeting customer demands. Work effectively under time constraints while maintaining a high accuracy level.
What you must have:
Associates Degree or equivalent experience. Previous call center and/or customer service and/or retail, experience required.
Excellent phone etiquette and customer interaction techniques. Strong interpersonal and persuasive skills in order to communicate with all levels of operation, organization and consumers.
Excellent organization skills and follow through
Ability to adapt to change and to think outside the box
Patience and the ability to troubleshoot technical products
Strong problem solving and complaint resolution skills
Strong oral and written communication skills, including accurate grammar and business correspondence knowledge.
Ability to follow Keurig policies and procedures.
Keurig Dr Pepper (KDP) is a leading coffee and beverage company in North America with dual headquarters in Burlington, MA and Plano, TX, with annual revenue in excess of $11 billion. KDP holds leadership positions in soft drinks, specialty coffee and tea, water, juice and juice drinks and mixers, and markets the #1 single serve coffee brewing system in the U.S. The Company maintains an unrivaled distribution system that enables its portfolio of more than 125 owned, licensed and partner brands to be available nearly everywhere people shop and consume beverages. With a wide range of hot and cold beverages that meet virtually any consumer need, KDP key brands include Keurig®, Dr Pepper®, Green Mountain Coffee Roasters®, Canada Dry®, Snapple®, Bai®, Mott’s® and The Original Donut Shop®. The Company employs more than 25,000 employees and operates more than 120 offices, manufacturing plants, warehouses and distribution centers across North America.
Benefits built for you: Our people are the heart of our business, which is why we offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development while ensuring you feel valued, inspired and appreciated at work.
Keurig Dr Pepper Inc. is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper Inc. recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/Females/Protected Veterans/Disabled.
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