Customer Service Representative

WHO WE ARE OUR VALUES OUR LEADERSHIP OUR LOCATIONS Keurig Green Mountain is reimagining how beverages can be created, personalized, and enjoyed, fresh-made in homes and workplaces. We are a personal beverage system company revolutionizing the beverage experience through the power of innovative technology and strategic brand partnerships.

Are you interested in joining Keurig’s Consumer Care department? We are a team devoted to the utmost satisfaction of Keurig’s consumers. As a Consumer Service Escalation Representative you will be the liaison between Keurig Green Mountain and its consumers. Daily tasks include responding to inbound phone calls and emails, taking orders, troubleshooting our products and problem solving. You will provide the high level of consumer service that Keurig Green Mountain strives for; forming positive, lasting relationships with consumers.

* Respond to consumer inquiries effectively and efficiently while upholding Keurig’s Excellence in Service standards. This includes processing orders, educating consumers on our various products or services, and troubleshooting our products, services, or website all within the required timeframe. * Investigate and resolve consumer issues. Offer alternative solutions where appropriate to resolve issue with the main objective of retaining customer’s business and doing so with one call resolution. Follow-up with consumers to ensure the issue has been resolved to the consumer’s satisfaction. * Utilize a multitude of systems to gather, process, log and retrieve, and communicate information to perform or complete customer activity. Work cooperatively with peers and other departments, keeping appropriate individuals informed to assure positive customer relations are maintained. * Meet or exceed department goals related to service level metrics, quality of service and other department measures, KPI’s and expectations. * Maintain a balance between handle time, quality, and meeting customer demands. Work effectively under time constraints while maintaining a high accuracy level.

**What you must have:** * Associates Degree or equivalent experience. Previous call center and/or customer service and/or retail, experience required. * Excellent phone etiquette and customer interaction techniques. Strong interpersonal and persuasive skills in order to communicate with all levels of operation, organization and consumers. * Excellent organization skills and follow through * Ability to adapt to change and to think outside the box * Patience and the ability to troubleshoot technical products * Strong problem solving and complaint resolution skills * Strong oral and written communication skills, including accurate grammar and business correspondence knowledge. **Qualifications:** * Minimum of 2 years’ experience in an inbound customer service department * Call Center and/or sales experience a plus * Excellent communication skills both written and verbal * Energetic and able to thrive in a fast paced environment * Computer proficiency * Organization skills with the ability to multi-task * Previous experience with technical consumer products a plus * Ability to uphold safety standards, participate in continuous process improvement on the job, and follow our manufacturing best practices * Ability to get along with others, be punctual, and follow instructions * Ability to follow GMCR policies and procedures as well as our operating principles