Associate Customer Service Representative (Remote)

Nestlé Health Science develops nutrition, wellness, and pharmaceutical products aimed at supporting healthier lives. The Associate Customer Service Representative resolves consumer inquiries across communication channels, provides product and account information, manages escalations, and supports customer satisfaction, retention, and sales efforts.

Responsibilities:

• Works to resolve general consumer issues and questions over specific channels
• Manage customer communication on at least two channels-such as phone and chat
• Ensures proper triage and/or escalations to Leads, Senior Agents and Managers to ensure timely and efficient resolution for consumers
• Identify the source of the customer's issue using appropriate resources and communicate resolve in a clear and concise manner
• Comfortable navigating multiple tech systems and platforms. This may include customer support software, CRM systems, knowledge bases, shipping platforms and other tools necessary for providing efficient consumer care
• Accurately complete consumer account updates, verify consumer information, and adhere to policy and procedure requirements
• Articulate expert level information for product and service features to consumers
• Ability to upsell and support retention efforts, as available
• Stay current with department updates and policies changes by reading, reviewing and active listening on all internal communication platforms
• Meet department quality and efficiency expectations to ensure a uniformed customer experience and Brand voice- including adhering to performance metrics, service level agreements, and consumer satisfaction targets
• Additional tasks as assigned

Requirements:

• High School Diploma or equivalent is required
• Experience with a ticketing system/CRM system
• Ability to sit/stand at desk for daily shifts with headset and finger dexterity for typing, required
• High-speed internet, quiet and dedicated space
• Flexibility for weekend and holiday shifts
• Professional written and verbal skills
• Exceptional interpersonal skills
• Self- starter/ self-motivation/ discipline
• Time management
• Receptive to constructive feedback
• Adaptability
• Ability to organize a large amount of information
• Can work independently and in a team environment
• Two years of customer service experience is strongly preferred
• Remote working experience preferred
• Bachelor's Degree is a positive
• Sales, Supplement, Health, or Nutrition work experience a plus
• Proficient with MS Office software and phone systems a plus