At Nestlé Health Science, we believe that nutrition, science, and wellness must merge, not collide. Here, we embrace the intrinsic connections of these three pillars, harnessing their collective strength to empower healthier lives. Our broad product portfolio includes renowned brands like Garden of Life®, Nature's Bounty®, Vital Proteins®, Orgain®, Nuun®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more. We also have extensive pharmaceutical expertise, offering innovative medicines that aim to prevent, manage, and treat gastrointestinal and metabolic-related diseases.
At Nestlé Health Science, we bring our best for better lives. Our people are challenged to bring fresh, diverse views and make bold moves to empower healthier lives through nutrition. We know brilliant ideas can come from anyone, anywhere. Here we embrace the entrepreneurial spirit and collaborate with teams that champion focused and forward thinking. We are committed to fostering professional growth and celebrating the achievements of our people along the way. We offer dynamic career paths, robust development, opportunities to learn from talented colleagues around the globe, and benefits that support physical, financial, and emotional wellbeing.
Join us to innovate for impact and reimagine the future of health and nutrition for patients and consumers.
POSITION SUMMARY:
We are looking for a detailed, focused, and positive team member to support our loyal and passionate consumers. As a Customer Service Representative, you'll be responsible for resolving a variety of incidents on several communication channels, such as emails and phone calls. We strive to provide a uniform experience for our consumers with knowledgeable reps who can problem-solve, actively listen, and appropriately communicate product knowledge, account information, resolutions, alternatives, and policies.
KEY RESPONSIBILITIES:
Works to resolve consumer issues and questions over specific channels.
Manage consumer communication on multiple channels, including but not limited to social response platforms, chat, phone calls and emails.
Ensures proper triage and/or escalations to Leads, Senior Agents and Managers to ensure timely and efficient resolution for consumers.
Identify the source of the consumer's issue using appropriate resources and communicate resolve in a clear and concise manner.
Comfortable navigating multiple tech systems and platforms. This may include consumer support software, CRM systems, knowledge bases, shipping platforms and other tools necessary for providing efficient consumer care.
Accurately complete consumer account updates, verify consumer information, and adhere to policy and procedure requirements.
Articulate expert level information for product and service features to consumers.
Ability to upsell and support retention efforts, as available.
Stay current with department updates and policies changes by reading, reviewing and active listening on all internal communication platforms.
Meet department quality and efficiency expectations to ensure a uniformed consumer experience and Brand voice- including adhering to performance metrics, service level agreements, and consumer satisfaction targets.
Will manage subset of specialized tickets with a larger team, specialized tickets will require advanced knowledge in area and may include additional investigations, such as shipping/fulfillment, privacy questions and/or advanced product knowledge.
Participate as primary agents for new initiatives, such as launching a new communication channel or servicing new or multiple Brands.
Lean on expert level knowledge of all systems for ensuring testing of systems aligns when we have larger level updates.
Serve as a mentor, example, and shadow lead for Associate Reps and for new team members.
Support managers with initial investigations for frontline interactions.
EDUCATION AND MINIMUM REQUIREMENTS:
High School Diploma / GED is required, Bachelor's Degree is preferred.
At least two years of customer service or related experience is preferred.
Proficiency in multiple languages, particularly Spanish, is a plus.
Experience with a ticketing / CRM system is strongly preferred.
Must be proficiency with MS Office Suite.
Ability to sit/stand at desk for daily shifts with a headset and finger dexterity for typing, required.
High-speed internet with quiet and dedicated works space.
Experience in sales, supplements, health, or nutrition is a plus.
SKILLS:
Proficiency in multiple languages, particularly Spanish, is a plus.
Excellent time management skills- punctual, consistent attendance, and awareness of daily shifts.
Expert level knowledge of policies and procedures.
Exceptional interpersonal skills and communication skills.
Excellent critical thinking, ability to observe and actively listen.
Excellent de-escalation, manage difficult conversations with professionalism and poise.
Self- starter/ self-motivation/ discipline.
Time management and adaptability to changing needs.
Receptive to constructive feedback.
Ability to organize a large amount of information.
Can work independently and in a team environment.
This position will be either a remote or hybrid role based on the selected candidate's geographic location. Preference will be given to applicants who live within a commutable distance of Bridgewater, NJ, Chicago, IL, Palm Beach Gardens, FL or Long Island, NY.
The approximate pay range for this position is $40,000 to $45,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location.
Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at About Us | Nestlé Careers (nestlejobs.com (https://www.nestlejobs.com/nestle-in-the-us-benefits?_ga=2.125317066.1960119700.1733792577-1548146364.1721143580) ).
It is our business imperative to remain a very inclusive workplace.
To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestlé home.
The Nestlé Companies are equal employment opportunity employers. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.
This position is not eligible for Visa Sponsorship.
Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy.
Job Requisition: 359746
