Sr. Customer Experience Representative

Overview

At Primo Brands, we pride ourselves on delivering top‑notch services to our valued customers. We understand that customer satisfaction is the cornerstone of our success. Alongside that, we’re also committed to developing our people – enabling them to make the most of the many elements that help them to succeed.

We are currently seeking a dedicated and customer‑focused individual to join our Customer Experience Team as a Senior Customer Experience Representative. In this role, you will provide expert customer assistance to our most sensitive customers through Escalations, Consumer Affairs Quality and Office of the President Executive Team level complaints.

Reporting

Location:

Driving distance to Norton, MA, Lakeland, FL or an existing remote employee

Schedule: Monday through Friday 10am-9pm EST availability

Compensation: $22.50 / hour + (based on geographic location)

Benefits of working for Primo Brands:

Health Benefits: Medical, prescription, dental, vision, flexible spending account (FSA), dependent care flexible spending account (FSA), health savings account (HSA)

Retirement/Investing: 401K with a 5% match, Employee Stock Purchase Plan (ESPP)

Insurance: Employee Life Insurance, short and long‑term disability, critical illness, hospital indemnity, accident insurance, spouse/domestic partner/child life insurance, accidental death and dismemberment

Other great benefits: Employee discounts, save on auto, home, and pet insurance, tuition reimbursement, paid vacation and sick time, 9 paid holidays and 3 paid floating holidays, paid leave for when you have a baby, adopt a child, or become a foster parent, legal services, identity theft protection, employee assistance program (EAP), adoption reimbursement benefit, FEDlogic, commuter benefits

Senior Customer Experience Representatives are responsible for supporting Escalations and Consumer Affairs concerns but also specialize in resolving customer concerns on behalf of our Executive Team. Calls received can often be non‑routine, and may require deviation from standard screens, scripts and procedures. There is an expectation to have the ability to handle situations that require adaptation of response and/or extensive research.

Office of the President escalations often require extensive follow up work, as well as working cross‑functionally with various business partners to ensure a closed‑loop process and customer satisfaction.

• Excellent written and oral communication skills
• A high degree of professionalism
• Strong computer skills including Microsoft Office Suite
• Detail oriented, self‑motivated, able to multitask and meet deadlines
• Exceptional organizational and time management skills
• Must have ability to work independently
• Must have outstanding decision making and problem‑solving ability
• Adhere to confidentiality Education/Experience
• High school diploma or GED required;
  Bachelor's degree preferred
• At least one year’s experience in Primo Brands CEC;
  Customer Retention Coordinator and/or Escalation experience a plus
• Thorough understanding of Engage and Accuterm; CFli experience a plus

Technical Qualifications and Requirements:

• Work environment must be free from distractions, including any background noise that impacts the customer experience
• The work environment should be kept in a tidy condition and suitable for safekeeping confidential and sensitive customer information
• Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred
• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers
• Your device must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection
• Must be able to certify compliance with requirements regarding internet speed and connection qualifications

Primo Brands’ established portfolio includes billion‑dollar brands Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice…