Job Description

No Relocation Assistance Offered
92182 - Topeka, Kansas, United States

As a Customer Support Center (CSC) Consumer Affairs Agent, you will be a part of dynamic and diverse team located at our Hills Pet Nutrition global headquarters in Topeka, KS. The Hills Customer Support Center (CSC) is a world class contact center responsible for providing superior service to Hills North American based pet store and vet clinic customers, consumers, and internal sales teams. As an Consumer Affairs Agent, you will build and increase consumer retention by managing relationships with individuals that contact the North American helpline utilizing company guidelines and best practices. An Agent acts independently to portray a caring and professional image to the consumer and accurately record consumer information and consultation details. The agent may also be cross-trained to support Inbound, Fax, and Contact/Specialty teams as needed.

The Consumer Affairs (CA) Agent is responsible for:

* Handle a variety of telephone, email, chat, social media and letter inquiries (complaints, suggestions, praise, questions, and issues) from pet owners, retailers, breeders, field personnel, etc.
* Utilize on-line reference materials in order to assure consistent, accurate messaging.
* Summarize and enter inquiries accurately and thoroughly with attention to usability into the Consumer Response computer system following established guidelines.
* Meet standards of performance for data recording quality, excellent customer service and speed of call handling by meeting or exceeding standard Key Performance Indicators.
* Manage the call volume by taking responsibility answering incoming calls as top priority, including adhering to telephone schedule.
* Be alert to identifying potential high risk issues and reporting them immediately to department management.
* Take ownership of calls, only escalating calls to others in the department for resolution that are truly unresolvable.
* Resolve complex problems by employing negotiation skills and business judgment to achieve customer satisfaction.
* Accepts coaching, feedback and direction, which follows Hills company philosophy of providing continuous feedback (Coaching and Feedback).
* Maintain confidentiality of Hills consumers and data

CA Agent may also support CSC partners, including:

* The Inbound Team that is responsible for providing best-in-class customer service to our Pet and Veterinary customers via inbound telephone calls, including keying orders, researching account issues, making outbound calls to warehouse personnel, and upselling products while using the sales model.
* The Fax Team is responsible for accurately and efficiently processing incoming fax orders and place outbound calls to customers to address order clarifications. This position is also responsible for sorting, marking, and distributing the incoming faxes from the fax machines.
* The Contact/Specialty Team provides support to internal/external customers in regard to processing of orders, including managing all aspects of order entry. This position will have primary responsibility for site administration of the Hills retails eSales site. A Contact/Specialty Team agent will have knowledge of all promotional activities and work with the Go to Market teams.
* In addition, this position will work closely with Business Partners, Field Sales, and Customer Fulfillment on special projects, and be responsible for first level trouble shooting of all operations systems.

Note: This is not an exhaustive list of duties or functions. You may be assigned to special projects or given responsibilities in addition to the above dependent on demonstrated skillsets and leadership abilities.

Education/ Experience Requirements

Basic qualifications include:

* High School Diploma or GED
* 2+ years of Customer Service experience
* Ability to work overtime when needed
* Proficient use of computers, including Microsoft programs (Word and Excel)
* Ability to type at least 35 words per minute with a low error rate
* Ability to talk to customers/consumers while typing, up to 8 hours per day, at a desk, following a set team schedule

Preferred qualifications include:

* Bachelors degree
* 1+ year of Consumer Affairs experience
* Knowledge of small animal clinical nutrition and/or experience providing direct care to cats and/or dogs

Expected Areas of Skills:

* Strong customer service orientation
* Ability to multi-task in a fast paced environment
* Strong communications skills (written/verbal)
* Proficient in managing multiple screens of information while speaking with a customer
* Interpersonal skills that fit a team and individual environment

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 Hills 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. Hills 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.