Job Title:  Consumer Affairs Agent - Talent Pool

No Relocation Assistance Offered
# 151209 - Topeka, Kansas, United States

Note: This is an evergreen requisition. If and when there is a job opening, the Company will contact only those individuals who have submitted resumes that match the skills, experience, and other requirements of the job opening. These candidates will receive an invitation link to apply to the specific job and must apply again in order to be considered for it.

Colgate-Palmolive is constantly seeking the best talent to join our team. Submit your application so we can stay in touch and let you know when we are hiring for this specific position.

Do you want to come to work with a smile and leave with one as well? In between those smiles, your day consists of working in a global organization, continually learning and collaborating, having stimulating discussions, and making impactful contributions! If this is how you see your career, Colgate is the place to be! Our dependable household brands, dedicated employees, and sustainability commitments make us a company passionate about building a future to smile about for our employees, consumers, and surrounding communities. The pride in our brand fuels a workplace that encourages creative thinking, champions experimentation, and promotes authenticity which has contributed to our enduring success. If you want to work for a company that lives by their values, then give your career a reason to smile...every single day.

This role is responsible for delivering an exceptional customer experience 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.).

Main Responsibilities:

• Provide quality service and support in a variety of areas including telephone, email, chat, social media and letter inquiries (complaints, suggestions, praise, questions, and issues) from pet owners, retailers, breeders, field personnel, etc
• Summarize and enter complaints and inquiries accurately and thoroughly with attention to usability into the Consumer Response computer system following established guidelines
• Interact with, build rapport, and create goodwill across Hill's stakeholders by applying SOP's and escalating exceptions as needed
• Analyze personal performance metrics and amplify strengths and opportunities for growth
• Monitor social media messages as a priority in multiple platforms and respond with appropriate Hill’s information. Elevate concerning threads to be addressed by US/Global leadership. Identify and report gaps in scripts to leadership to update content
• Participate within team to identify strengths and process improvements
• Report system concerns, help with issue identification, submit IT ticket requests and conduct systems testing
• Provide quality service and support in a variety of areas including, but not limited to more specialized services, system testing, refunds & exchanges, website navigation, and complete feeding calculations using Quick Reco
• Review and analyze ratings and reviews for multiple on-line retailers with responses as appropriate
• Coordinate the documentation on vet bill reimbursement claims process by reviewing and working cross-functionally with VCS for determinations
• Support marketing promotions with follow-up coupons, delight bags and swag to pet parents

Basic Qualifications:

• High School Diploma
• At least 3 years of Customer Service Experience
• Proficient in typing and customer service technology tools such as Google Suit, Microsoft Office tools, CRM and/or SAP, etc

Desirable:

• Bachelor’s degree in business or related fields

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.

Salary Range is $40,000 - $43,000 USD

Pay is based on several non discriminatory factors including but not limited to experience, education, skills and office location.