Job Title:  Contact Center Agent

No Relocation Assistance Offered
# 162796 - Overland Park, Kansas, United States

Who We Are
Colgate-Palmolive Company is a caring, innovative growth company that is reimagining a healthier future for all people, their pets and our planet. Focused on Oral Care, Personal Care, Home Care and Pet Nutrition, we sell our products in more than 200 countries and territories under brands such as Colgate, Palmolive, elmex, hello, meridol, Sorriso, Tom’s of Maine, EltaMD, Filorga, Irish Spring, PCA SKIN, Protex, Sanex, Softsoap, Speed Stick, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill’s Pet Nutrition.

We are recognized for our leadership and innovation in promoting sustainability and community wellbeing, including our achievements in decreasing plastic waste and promoting recyclability, saving water, conserving natural resources and improving children’s oral health.

If you want to work for a company that lives by their values, then give your career a reason to smile and join our global team!
 

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, full of stimulating discussions, and making impactful contributions?

If this is how you see your career, Hill’s Customer Experience Engagement Center is the place to be!

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 leading-edge 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.

An 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, this role helps resolve technical issues, troubleshooting orders

This is a hybrid position Monday - Friday with 2 shifts between the hours of 8:00am - 5:00pm. Based on the area you are assigned, you can be assigned in-office days on Monday/Tuesday or Wednesday/Thursday. 

What you will do:  

Agent roles will be responsible for tasks, including the following: 

• 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, field personnel, etc

• Provide support in a variety of areas including, but not limited to; 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

• Utilize 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

• Identifying and reporting 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 agent roles offered in Hill’s Customer Experience Service 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 ill, 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 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

• High School Diploma or equivalent

• At least 3 years of experience in a customer service-related roles

• Proficient with alpha numeric typing and customer service technology tools such as Google Suite, Microsoft Office tools, C4C, and/or SAP, etc

Preferred Qualification

• Bachelor’s Degree in business or related fields

Expected Area of Skills.

• Positive and service-oriented attitude 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

• Ability 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 manage numerous projects and priorities at once

• Comply with all policies and standards

Compensation and Benefits
Salary Range $37.600,00 - $44.500,00 USD

Pay is based on multiple non-discriminatory, individualized factors including but not limited to experience, job-related knowledge and education, skills and office/market location. In addition to base salary, salaried employees are eligible for annual discretionary bonuses, profit-sharing and, for Executive-level (salary grade 16 and above) roles only, long-term incentives in the form of Restricted Stock Units and/or Stock Options.

Subject to the terms and conditions of the applicable benefits plans then in effect, all salaried employees are also eligible for a competitive benefits package which includes:

• Insurance: Employees (and their eligible dependents) are eligible to participate in Company-sponsored Medical, Dental, Vision, Basic Life Insurance, Accidental Death & Dismemberment and Disability insurance plans.
• Retirement Plans: Employees are eligible to enroll in Colgate's 401(k) plan, which provides for company matching contributions subject to eligibility requirements
• Vacation/PTO: Employees receive a minimum of 15 days of vacation/PTO leave annually
• Paid Holidays: Employees receive a minimum of 13 paid/floating holidays annually
• Paid Sick Leave: Based on location and consistent with applicable state and local law, employees receive a minimum of 40 hours of paid sick leave on January 1st of each year
• Paid Parental Leave: Eligible employees may take up to eight weeks of paid parental leave and 12 weeks of unpaid leave (varies for employees with fewer than 12 months of service and is subject to hours worked requirements)

Our Commitment to Sustainability
With the Colgate brand in more homes than any other, we are presented with great opportunities and new challenges as we work to integrate sustainability into all aspects of our business and create positive social impact. We are determined to position ourselves for further growth as we act on our 2025 Sustainability & Social Impact Strategy.

Our Commitment to Diversity, Equity & Inclusion
Achieving our purpose starts with our people — ensuring our workforce represents the people and communities we serve —and creating an environment where our people feel they belong; where we can be our authentic selves, feel treated with respect and have the support of leadership to impact the business in a meaningful way.

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.

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.

For additional Colgate terms and conditions, please click here.

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