Customer Service Representative

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

Job Overview

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 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.

Schedule

This is a full-time position that will be supporting a hybrid arrangement of remote work and in office days 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.

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.

Requirements

• Associate 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.

Benefits

• Attractive benefits package (medical, dental, vision, 401k, etc.) available immediately!

EEO Statement

Keurig Dr Pepper is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.