Customer Experience Escalation Specialist - Hybrid/Remote

Keurig Dr Pepper; Atlanta (GA); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Attractive benefits package

Job summary

Keurig Dr Pepper is seeking a Customer Service Escalation Representative to act as the liaison between the company and its consumers. You will respond to calls and emails, take orders, troubleshoot products, and resolve issues to ensure high consumer satisfaction.

In this full-time role, you will work in a hybrid schedule with remote and in-office days at our Burlington, MA headquarters, Monday through Friday, 8:00am–5:00pm EST, with flexibility as business needs evolve.

Qualifications

• Associate Degree or equivalent experience.
• Call center and/or customer service experience required.
• Excellent phone etiquette and customer interaction techniques.
• Strong oral and written communication skills with grammar.

Responsibilities

• Respond to consumer inquiries; processing orders and troubleshooting.
• Investigate and resolve consumer issues with one-call resolution when possible.
• Follow up to ensure issue resolution to customer's satisfaction.
• Use multiple systems to gather, log, and retrieve information.
• Work with peers and other departments to maintain positive relations.
• Meet or exceed service level metrics and KPIs.
• Balance handle time, quality, and customer demands under time constraints.

Skills

Call center experience

Customer service

Communication skills

Problem solving

Education

Associate Degree

Job description

Keurig Dr Pepper is seeking a Customer Service Escalation Representative to act as the liaison between the company and its consumers. You will respond to calls and emails, take orders, troubleshoot products, and resolve issues to ensure high consumer satisfaction.

In this full-time role, you will work in a hybrid schedule with remote and in-office days at our Burlington, MA headquarters, Monday through Friday, 8:00am–5:00pm EST, with flexibility as business needs evolve.