Remote Customer Experience Representative

Here at BlueTriton, we are the name behind your favorite bottled water brands and home-delivery service – we are all about hydration. With trusted brands that put smiles on customers’ faces no matter the occasion, BlueTriton plays an important role in the flow of everyday life. As we work to build something different, something better, what we do is more important than ever. With our deep commitment to helping make a positive impact for generations to come, we welcome those with a thirst and desire to inspire fresh, bold ideas that create change and have the tenacity and grit to do what’s right for our people and our communities. BlueTriton is not only a place to build a career you can be proud of but can also provide you with the opportunity to be fiercely good.
We have a team of brilliant individuals who come to work every day to challenge one another, reimagine hydration and help grow our business. Quench your thirst with exciting possibilities when you join us for a fiercely good career doing work that matters.
ReadyRefresh brings hydration that supports a healthy lifestyle, convenience that preserves precious time and sustainability to help improve our world. As a Certified CarbonNeutral® Company and a leader in reusable packaging, ReadyRefresh is proud of its role in helping conserve natural resources and reduce waste by delivering healthy hydration to our neighbors, businesses, and communities in reusable bottles which are collected, sanitized and refilled. Our ReadyRefresh branches and warehouses are where our unrivaled portfolio of popular brands of water products begins its journey to the customer. Joining BlueTriton within our ReadyRefresh Team requires grit and determination - and we believe the rewards are worth the effort: a business you help shape, a supportive team you learn from, and the chance to have a positive impact in which you can truly be proud.
The Customer Experience Representative is part of a specialized call center team that focuses on Escalations and Quality. The focus of this role is to provide complaint resolution and to ensure the customer’s continued loyalty. In addition to ensuring excellent customer satisfaction, this role is responsible for tracking and reporting business trends to assess any needs for process improvement. Members of this team are exposed to various parts of the business. If you are looking for a position that offers opportunity for continuous learning, professional growth, and career pathing than this may be the position for you!
Reporting Location: Remote
Compensation: $20.50 per hour
Schedule: Full Time (40 hours/week + OT per business needs) Monday – Friday, availability between the hours of 8 AM and 9 PM, Weekend 8 AM-4 PM (rotational)
Excellent BlueTriton Brands Benefits: Medical, dental, vision, prescription, life insurance, short-term and long term disability, 401(k) with company match, profit sharing, paid vacation, paid time off and much more!
What you'll do daily:
Handle difficult customer calls in a courteous and professional manner, providing complaint resolution and ensuring the customer’s continued loyalty to our brand.
Provide satisfaction and one call resolution to any customer who is requesting their call to be escalated, as well as quality complaints or concerns.
Assess needs and suggest alternative products or services and handle situations that require adaptation of response and/or extensive research and follow up according to the nature of the situation
Manage relationships with business partners to ensure customer satisfaction and issue resolution
Reporting of all quality concerns, alerting business partners with high sensitivity issues, sending/explaining water quality test results, providing a closed loop process and ensuring customer advocacy as the final stage of the overall process. Qualifications
Key qualifications include, but are not limited to:
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, Salesforce and DOS based systems
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 work station.
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
BlueTriton 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 upon 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. BlueTriton Brands is committed to providing reasonable accommodation for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please contact us at [email protected]
BlueTriton Brands offers an unrivaled portfolio of water brands for healthy hydration, including Arrowhead®, Deer Park®, Ice Mountain®, Origin™, Ozarka®, Poland Spring®, Zephyrhills®, AC+ION® Alkaline Water, Splash Blast® Flavored Water Beverage, Splash Fizz® Flavored Water Beverage Saratoga® and Pure Life® Purified Water.