Job Title:  Call Center Agent

No Relocation Assistance Offered
# 152234 - Kansas City, Kansas, United States

Hill’s Pet Nutrition is a multi-billion dollar, global division of Colgate-Palmolive Company and the maker of Prescription Diet and Science Diet brand pet food. Our mission is to help enrich and lengthen the special relationships between people and their pets by providing the best groundbreaking pet nutrition technology, products, and expertise to pet owners, veterinary professionals and other key pet professionals worldwide. Our company is a globally recognized Best Place to Work.

Do you want to make a difference in the lives of people and their pets? What about having the opportunity to connect with others across the world, engage in stimulating discussions, and make impactful contributions?
If this is how you see your career, Hill’s Customer Experience Engagement Center is the place to be!

A Call Center Agent is responsible for delivering an exceptional customer experience to Hill’s customers assisting consumers, veterinary clinics, and neighborhood pet stores with inquiries and concerns on product(s) and program(s) through phone calls, emails, chats, letters, and social media interactions to build and increase Hill’s loyalty and retention. Additionally, you will help resolve technical issues and troubleshoot orders.

This is a hybrid position Monday - Friday with 2 possible shifts, depending on the team: 8:00am - 4:30pm or 8:30-5:00. Based on the role, you will be assigned in-office days on Monday/Tuesday or Wednesday/Thursday. The current office location is Topeka, KS, but we will be relocating to Overland Park in Kansas City by the end of 2023.
 

What You Will Do:

• Provide support to customers/consumers, which could include the following methods: phone calls, emails, chats, social media and letter for complaints, suggestions, praise, inquiries, and issues from consumers, retailers, breeders and field personnel
• Provide assistance in a variety of areas including: specialized services, refunds & exchanges, maintaining customer account information, website navigation, troubleshooting technical issues, payment support, platform navigation, order management and warehouse processing, delivery tracking, feeding calculations, vet bill reimbursements
• Summarize and enter complaints and inquiries accurately and thoroughly
• Use established procedure flows and standard operating procedure guidelines to resolve customer/consumer interactions and escalate exceptions as needed
• Support marketing promotions with order entry, follow-up coupons, delight bags and swag
• Identify and report system issues, submit  IT tickets, and participate in systems testing
• Analyze personal performance metrics to amplify strengths and opportunities for growth
• Participate within the team to identify strengths and process improvements
• Perform other duties as assigned

Below provides a brief overview of the specific Call Center Agent roles offered in Hill’s Customer Experience Engagement Center:

Consumer Affairs Agent
Answering consumer product questions and addressing both praise and complaints regarding product(s) and services.  Agents protect the company when handling high risk complaints (pet illness, foreign material, etc.). This team gains a deep understanding of our products and supports consumers in their Hill’s feeding experience. 

Platform Agent
Successfully manages interactions with consumers and veterinary clinics by providing assistance on consumer facing platforms by addressing inquiries and complaints regarding Hill’s platform program(s) and product(s). 

Service Agent
Successfully manages interactions with veterinary clinics and neighborhood pet store by providing support to Hill’s online business facing platforms addressing inquiries and complaints, as well as providing assistance in order management and maintaining account information. 

Flex Customer Support Agent
This position supports expected high-volume periods. It is an exciting way to gain insight on the department and gain a better understanding of the three departments. You must be willing to work cross functionally within any of the agent roles. The duration of the flex contract is nine months. A Flex Agent has a specific hiring bonus plus a secondary payout with strong performance. The position includes benefits and receives a quarterly allocation of time-off. Flex agents have the opportunity to apply for a permanent position within 30 days of the contract end date.

Basic Qualifications:

• 3+ years of experience in a customer service-related roles
• High School Diploma or equivalent
• Proficient with alpha numeric typing and customer service technology tools such as Google Suite, Microsoft Office tools, C4C, and/or SAP

Preferred Qualifications:

• Bachelor’s Degree in business or related field

Additional Qualifications:

• Positive and service-oriented demeanor with excellent written and verbal communication skills  
• Possess a strong work ethic, a passion for excellence, and team player mentality
• Ability to address issues, resolve complaints, and handle difficult customer conversations
• Capacity to thrive in a fast-paced and sometimes high-pressure environment
• Ability to reference technical product information to provide customer/consumer  support
• Demonstrate integrity and commitment to consumer/customer satisfaction 
• Organizational skills with the ability to handle numerous projects and priorities at once
• Follow all policies and standards
   

Salary Range $36,000 - $43,000 USD
Pay is based on several non discriminatory factors including but not limited to experience, education, skills and office location. In addition to your salary, Colgate-Palmolive offers a performance based bonus and competitive benefits package.

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 Application_Accommodation@colpal.com with the subject "Accommodation Request" should you require accommodation.