Escalations Representative

Overview

At Primo Brands, we pride ourselves on delivering top-notch services to our valued customers. We understand that customer satisfaction is the cornerstone of our success. Alongside that, we’re also committed to developing our people – enabling them to make the most of the many elements that help them to succeed. 

  

We are currently seeking a dedicated and customer-focused individual to join our team as an Escalations Representative. The Escalation Representative is part of a specialized contact center team that focuses on contacts from customers that have a heightened sensitivity and require next-level customer support.  The focus of this role is to provide complaint resolution and to ensure the customer’s continued loyalty. In addition to ensuring outstanding customer satisfaction, this role is responsible for tracking and reporting business trends to assess any needs for process improvement.  Members of this team partner with other parts of the business to aid in complaint resolution. If you are looking for a position that offers opportunities for continuous learning, professional growth, and cross functional collaboration, then this may be the position for you!    

  

Reporting Location: Must be within commutable distance to Norton, MA Customer Care Center. Hybrid schedule. 

Schedule: Monday – Friday from 12:00 pm to 9:00 pm EST  

Compensation: $22.55+ / hour based on geographic location + shift differential for applicable hours worked (after 5pm local time)  

Monthly Bonus: Eligible for up to $500 monthly bonus (based on performance) 

Responsibilities

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

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Qualifications

• Handle challenging customer calls in a courteous and professional manner, providing complaint resolution and ensuring the customer’s continued loyalty to our brand. 

• Provide satisfaction and first call resolution to any customer who is requesting their call to be escalated, and follow up on the account to ensure ongoing success as needed. 

• Assess needs and suggest creative solutions and handle situations that require extensive research and follow up according to the nature of the situation. 

• Manage relationships with business partners to ensure customer satisfaction and issue resolution. 

• Engage with customers and business partners through both verbal and written communication to resolve issues and ensure customer satisfaction. 

• Follow processes to alert business partners to highly sensitive issues and collaborate with Leadership and cross functionally to ensure fast and thorough resolution. 

• Assist with departments or skill sets more foundational than Escalations, based on business needs. 

 

Requirements: 

• Dedicated to delivering exceptional customer experiences and committed to resolving challenging situations 

• High school diploma or GED  

• Minimum of 1 year primarily handling customer escalations in a customer service/call center environment. 

• Ability to thrive in a fast-paced environment. 

• Excellent written and oral communication skills. 

• A high degree of professionalism; ability to adhere to confidentiality. 

• Strong computer skills including Microsoft Office Suite 

• Detail oriented, self-motivated, able to multitask and meet deadlines. 

• Exceptional organizational and time management skills. 

• Must have ability to work independently and have outstanding decision making and problem-solving ability. 

 

Technical Qualifications and Requirements: 

• The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation. 

• Work environment must be free from distractions, including any background noise that impacts the customer experience. 

• The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information. 

• Prior experience with setting up and troubleshooting remote workstation (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). You may not use satellite internet providers. 

• 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. 

Primo Brands’ established portfolio includes billion-dollar brands Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain® Ozarka®, and Zephyrhills®, purified brands, Primo Water® and Sparkletts®, and flavored and enhanced brands like Splash® and AC+ION®.  Our extensive direct-to-consumer offerings and industry-leading line-up of innovative water dispensers create consumer connectivity through recurring water purchases across Water Direct, Water Exchange, and Water Refill. At Primo Brands, our more than 11,000 associates are at the heart of what we do and deliver on our mission to provide healthy hydration to consumers wherever, however and whenever they want it. We believe in fostering a respectful culture, which values our associates who are deeply invested in quality hydration, our communities, and the sustainability of our packaging and water sources for generations to come.  

 

Primo Brands is proud to be an Equal Opportunity and Affirmative Action employer, seeking to create a welcoming and diverse environment. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.  

 

Candidates must possess strong English language skills to effectively communicate with customers and provide exceptional service. Proficiency in English is essential for understanding customer needs, resolving inquiries, and collaborating with team members.