THE ROLE: CUSTOMER RELATIONS REPRESENTATIVE
- This position will report to the: Director of Consumer Affairs and Customer Management
- Travel Requirement: None
- Location: Remote, USA
- FLSA Status: Non-Exempt
- Shift: 1st
- Employment Category: Full Time - Regular
- Pay Range: $17.00 - $22.00/Hr
Bolthouse Farms is known for their high quality, delicious premium beverages (Bolthouse Farms & Evolution Fresh) and dressings. Employing more than 1,000 employees across offices in Bakersfield, CA, Rancho Cucamonga, CA, and Hodgkin’s, IL, Bolthouse Farms manufactures the No. 1 premium refrigerated branded beverage in U.S. retail. Bolthouse Farms is made up of employees who work passionately every day to bring healthy beverages to locations all over the country. Visit Bolthouse Farms or follow us on Instagram, Facebook or TikTok to learn more.
WHAT YOU’LL BE RESPONSIBLE FOR IN THIS ROLE
The Consumer Relations Representative will interact with consumers to provide and process information in response to inquiries, concerns, complaints, and requests about products and services.
WHAT WE’RE LOOKING FOR
- Deal directly with consumers either by telephone or electronically
- Respond promptly to consumer inquiries
- Use all company procedures to handle and resolve consumer complaints
- Obtain and evaluate all relevant information to handle product inquires
- Organize workflow to meet company response times
- Direct requests and unresolved issues to the designated resource
- Keep records of consumer interactions and actions taken
- Record details of inquiries, comments, and complaints
- Maintain consumer database
- Prepare and distribute weekly reports
- Communicate and coordinate with internal departments
- Follow up on consumer interactions
- De-escalate situations involving dissatisfied consumers, offering patient assistance and support
- Guide callers through troubleshooting with navigating the company site or using products and/or services
- Collaborate with other call center professionals to improve customer service
- Help to train new employees by shadowing or peer training
- Following call center “scripts” when handling various topics
- Identifying consumers’ needs, clarify information, research issues and provide solutions
- Seize opportunities to educate consumers on new products
- Ability to obtain all relevant information to assist all departments within the company
- Ability to recognize signs of mental and/or emotional fatigue and utilize tools to prevent burnout, thereby fostering a positive and resilient work environment.
- Demonstrate adaptability and resilience by being able to accept and effectively implement changes in processes, procedures and protocols as necessary.
- Other duties as assigned
Minimum Qualifications:
- High School Diploma/GED
- Valid California Driver License and clean driving record
- Minimum 2-4 years customer service experience
Additional Required Qualifications:
- Proficient in Microsoft Office
- Ability to type a minimum of 50 WPM
- Ability to transcribe dictation
- Capacity to deal with difficult situations and personalities
- Competence to communicate effectively verbally and in writing
- Ability to work with minimal supervision
- Ability to recognize trending issues and forward appropriately
- Ability to multi-task
- Familiarity with CRM systems and practices
- Great active listening skills
- Strong organizational skills
- A patient and empathetic attitude
- Strong time management skills
- Comfortable working in fast-paced environment
- Ability to maintain a positive demeanor and tone of voice regardless of outside or personal circumstances or the tone of the consumer.
- Ability to adapt to a changing work environment
- Must have the ability to provide 100% consumer satisfaction
Preferred Qualifications:
- Call Center experience preferred
Physical Demands:
- Ability to lift up to 20 pounds
- Must be able to sit for extended period of time during work period
WHAT WE OFFER
Our rich benefits packages are designed to support the health and well-being of both our eligible co-workers and their families.
- Medical
- Dental
- Vision
- Group Life and AD&D
- Voluntary Life and AD&D
- Group Short-Term Disability
- Group Long-Term Disability
- Flexible Spending Accounts
- Employee Assistance Program
- 401(k)
- Paid Time Off
EQUAL EMPLOYMENT OPPORTUNITY
We are an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as need, to assist them in performing essential job functions.
REASONABLE ACCOMMODATIONS
Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. If you are interested in applying for employment with Bolthouse Farms and need special assistance to apply for a posted position, or if you believe you do not meet any of the required qualifications of a posted position due to a protected disability and would like to explore the possibility of an accommodation, please contact our Talent Acquisition team at: TalentAcquisition@bolthouse.com for additional support and guidance.
RECRUITMENT AGENCIES:
Bolthouse Farms does not accept unsolicited agency resumes. Bolthouse Farms is not responsible for any fees related to unsolicited resumes.
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