Customer Support Center Agent

No Relocation Assistance Offered

# 96589 - Topeka, Kansas, United States

Job Summary 

The Customer Support Center Agent is responsible for providing an exceptional customer experience to our Pet and Veterinary customers. This position requires attention to detail and active listening to customers while processing orders. The agent is responsible for researching customer issues and contacting Territory Managers, Fulfillment and Warehouse personnel, providing clear and concise information resulting in a customer resolution. The position actively sells products using a sales model. 

Principal Duties and Responsibilities:

75%  

Process inbound calls, email, and live chats professionally and efficiently utilizing call center 

etiquette and technology. Inform customers of new products, price increases, policy changes, route information and sell additional products or promotions. Utilize on-line reference materials in order to assure consistent, accurate messaging. 

Accurately entering data into the CRM system following established guidelines in order to meet or exceed standard Key Performance Indicators.

10%

Manage the call volume by taking responsibility of answering incoming calls as a top priority, including adhering to telephone schedule. 

5%

Research and resolve customer concerns by utilizing business judgment to achieve customer satisfaction while maintaining confidentiality of all data. 

Willing to accept coaching, feedback and direction, which follows the Hill’s company philosophy of providing continuous feedback (Coaching and Feedback). 

5%

Process Return Goods Authorization (RGA) with attention to detail to inform department management of potential high risk issues. 

5%

Support department cross-functional duties as needed, which could include supporting the following teams: 

The Order ManagementTeam is responsible for accurately sourcing product from different warehouse facilities and efficiently processing the orders. Place outbound calls to customers to inform of route delays. 

The Customer Experience Team provides different types of support to internal/external customers including processing orders, supporting promotional activities, Shelter accounts, Hill’s retail sales website, and customer’s staff online ordering system (VIP). Team members provide first level troubleshooting of all operations systems. In addition, this team works closely with Business Partners, Field Sales, and Customer Fulfillment. 

 

100% Total Percent (not to exceed 100%) 

This is not an exhaustive list of duties or functions. 

Education/ Experience Requirements 

Basic qualifications include: 

▪ High School diploma or GED 

▪ 2+ years of experience in customer service or a call center environment 

▪ Ability to work overtime based on business needs 

▪ Ability to work a flexible work schedule Monday – Friday between 7 am and 7 pm CT 

▪ 10-key proficient 

▪ Basic computer skills including email and Microsoft Office 

Preferred qualifications include: 

• Associate/Bachelor’s Degree 

• 2+ years of banking experience 

• 2+ years of Vet Tech / clinic experience 

Expected Areas of Skills 

• Attention to detail 

• Basic sales knowledge 

• Accurate data entry/keyboard skills in a fast pace environment 

• Excellent verbal and written communication skills 

• Ability to reference technical product information to provide customer support

 

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law

Are you interested in working for Hill's Pet Nutrition? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.

Work that matters, fueled by passion for pets!  At Hill’s we have a purpose.  Every day around the world, we transform the lives of millions of pet families through pioneering innovation, amazing nutrition, and the best and brightest people. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hills' mission is to help enrich and lengthen the special relationships between people and their pets. 

HILL'S® Prescription Diet® therapeutic pet foods, HILL'S® Science Diet® and HILL'S® Ideal Balance™ wellness pet foods are sold worldwide. Hill’s is a division of Colgate-Palmolive, a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition, with sales of products in more than 200 countries.  To learn more about Hill's and Colgate, please visit http://www.hillspet.com and http://www.colgatepalmolive.com, or find us on LinkedIn, Facebook, Twitter and YouTube.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact [email protected] with the subject "Accommodation Request" should you require accommodation.