Customer Service Representative

A collective energy and ambition. A place where you can make a real difference.

We're a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Onsite - Fort Collins, CO

Role Summary

The Customer Service Representative is responsible for providing excellent customer service by effectively managing customer inquiries, complaints, and providing appropriate solutions. This role requires strong communication skills, problem-solving abilities, and a customer-focused attitude.

Role Accountabilities and Responsibilities

• Customer Interaction:
  • Respond to incoming calls, emails, and chat inquiries from customers.
  • Provide accurate information regarding products, services, and company policies.
  • Handle customer complaints and provide appropriate solutions in a timely manner.
• Problem Resolution:
  • Identify and assess customers' needs to achieve satisfaction.
  • Resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, and selecting the best solution.
  • Follow up to ensure resolution and maintain customer satisfaction.
• Record Keeping:
  • Document all customer interactions and transactions in the CRM system.
  • Maintain detailed and accurate records of customer interactions and actions taken.
• Team Collaboration:
  • Work closely with other team members and departments to resolve complex issues.
  • Share feedback and insights on customer interactions to help improve service quality.
• Continuous Improvement:
  • Participate in training sessions to improve product knowledge and customer service skills.
  • Stay informed about new products, services, and company policies.

Operating Knowledge, Skills, and Abilities

• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• In-depth knowledge of a company's products and/or services
• Expertise in the customer service area they focus on, such as accounts, sales, technical support or another area

Education and Experience

• High school education or equivalent (Post HS graduate studies or degree preferred)
• 0-3 years of customer service experience
• Must be computer literate and demonstrate the ability to learn new software and computer systems
• Must have excellent oral and written skills in order to communicate effectively with all internal and external customers

Required Training

• 8-10 business days of classroom training upon hiring

Other Qualifications & Physical Requirements

• Sedentary job involving heavy data entry and phone traffic
• Must be able to make quick and accurate decisions
• Must be able to provide accurate information to both employees and the general public on a professional level
• Use of a headset microphone is required
• Bi-lingual (not required)
• Required to work 32-40 hours per-week

Reporting Relationship: Call Center Manager

Supervisory Duties: None

Salary and Benefits

Water Pik, Inc., a partner company of Church & Dwight Company, Inc., supports our employee's wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Estimated pay: $20.00 - $29.00 Hourly

Medical, Dental, Vision Insurance / Healthcare and Dependent Care Flexible Spending / Health Savings Account / Commuter Reimbursement Account

Vacation / Holiday / Sick Time / Pandemic Leave / Short and Long Term Disability / Life & AD&D / Spouse/Child Optional Life / Supplemental Life & AD&D / Family and Medical Leave / Bereavement

Adoption Assistance / Tuition Reimbursement / Employee Assistance Program / Identity Theft Protection / Critical Illness Insurance

Savings and Profit Sharing Plan / 401(k) Match / Employee Stock Purchase Plan

This information is provided in compliance with the Colorado Equal Pay for Equal Work Act and is the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

This job is expected to close on June 10, 2025.

#piq #LI-Onsite

Church & Dwight is proud to be an Equal Opportunity Employer/Veterans/Individuals with Disabilities.

For more information on our company, our brands and our culture visit us at http://www.churchdwight.com/