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A part of Colgate-Palmolive since 1976, Hill's Pet Nutrition offers the highest-quality pet nutrition available through product lines Prescription Diet® and Science Diet®. Veterinarians worldwide recommend and feed their own pets Hill's products more than any other brand of pet food.

Available in approximately 80 countries around the world, our extensive line of products includes more than 60 Prescription Diet brand pet foods and more than 50 Science Diet brand pet foods.

We believe all animals should be loved and cared for during their lifetimes. That is why we are proud our pet foods can make a difference in your pet's life.

A career at Hill’s Pet Nutrition or Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

Job Title:  Consumer Affairs Agent

Travel Required?:  No Travel
Date:  Sep 29, 2021
Remote working option during the current situation

No Relocation Assistance Offered
# 111968 - Topeka, Kansas, United States


Job Summary

This role is responsible for delivering exceptional customer service to Hill’s consumers. The role consists of successfully managing interactions with consumers to build and increase loyalty/retention. This may include answering product questions and addressing both praises and complaints. Protect the company when handling high risk contacts (pet ill, foreign material etc.).


Principal Duties and Responsibilities

▪ Provide quality service and support in a variety of areas including telephone, email, chat, social media and l etter i nquiries (complaints, suggestions, praise, questions, and i ssues) f rom pet owners, retailers, breeders, field personnel, etc.
▪ Interact with, build rapport, and create goodwill across Hill's stakeholders by applying SOP's and escalate exceptions as needed.
▪ Summarize and enter inquiries accurately and thoroughly with attention to usability into the Consumer Response computer system following established guidelines
▪ Analyze personal performance metrics and amplify strengths and opportunities for growth.
▪ Participate within t eam to identify strengths and process improvements.
▪ System support, issues identification, submitting IT ticket requests and conducting systems testing.

Note: This is not an exhaustive list of duties or functions.



Basic Requirements:

▪ High School Diploma or Equivalent

▪ 3+ years of experience in customer or consumer affairs


Expected Areas of Knowledge, Skills and Abilities
▪ Ability t o address issues, resolve complaints and difficult consumer conversations through standard and escalated SOP's.
▪ Strong sense of empathy for Pet Parents and ability to respond in difficult situations
▪ Ability to thrive in a fast-paced and sometimes high-pressure environment
▪ Excellent written and verbal communication skills
▪ Organizational skills with the ability to manage numerous projects and priorities at once




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 and, or find us on LinkedIn, Facebook, Twitter and YouTube.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact with the subject "Accommodation Request" should you require accommodation.

Nearest Major Market: Topeka

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