Customer Service Specialist

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 Specialist in a call center is responsible for providing leadership and support to both customer service representatives and supervisors. This role ensures the effective operation of the call center by guiding team members, addressing escalated issues, monitoring performance, and implementing strategies for continuous improvement. The Customer Service Specialist works closely with supervisors to ensure consistency in service delivery and quality.

Role Accountabilities and Responsibilities

Leadership and Support:

• Provide guidance and support to customer service representatives and supervisors to ensure high performance and adherence to company standards.
• Conduct regular meetings with supervisors to discuss team performance, challenges, and opportunities for improvement.
• Serve as a point of escalation for complex customer issues and complaints, ensuring timely and satisfactory resolution.
• Foster a positive and collaborative work environment, promoting teamwork and professional development.

Performance Monitoring and Reporting:

• Monitor key performance indicators (KPIs) for both representatives and supervisors, such as call volume, response times, and customer satisfaction.
• Analyze performance data to identify trends and areas for improvement.
• Prepare and present regular reports on team performance, customer feedback, and operational efficiency to senior management.

Training and Development:

• Develop and deliver training programs for representatives and supervisors to enhance their skills and knowledge.
• Ensure that all team members are up-to-date with product knowledge, company policies, and customer service best practices.
• Provide coaching and mentorship to supervisors to support their professional growth and development.

Process Improvement:

• Identify and implement process improvements to streamline call center operations and enhance customer satisfaction.
• Collaborate with supervisors and other departments to address and resolve cross-functional issues that impact customer service.
• Stay informed about industry trends and best practices in customer service and call center management.

Operational Management:

• Oversee the daily operations of the call center, ensuring that customer inquiries and issues are handled promptly and effectively.
• Coordinate with supervisors to ensure adequate staffing levels and efficient scheduling.
• Develop and implement customer service policies and procedures to maintain high standards of service quality.

Customer Experience Enhancement:

• Continuously assess and improve the customer journey across all touchpoints to ensure a consistent and positive experience.
• Implement mechanisms to gather customer feedback and drive actionable insights.
• Champion customer-centric initiatives to enhance satisfaction and loyalty.

Operating Knowledge, Skills, and Abilities

• Shopify
• CRM (in-house customer management system)
• E-Portal
• Avaya Phone System
• Encore (Workforce Management Software)
• Knowledge of processes across all accounts located at Waterpik.
• Microsoft Office (Word, PowerPoint, Excel)
• Good organizational/time management skills required
• Excellent oral and written communication skills
• Typing Proficiency

Education and Experience

• High school education or equivalent (Post HS graduate studies or degree preferred)
• Three years of customer service experience required, preferably in an order entry, manufacturing, call center or fulfillment environment.
• Must be computer literate and demonstrate the ability to learn new software and computer systems.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in customer service software and call center technology.
• Ability to analyze data and metrics to drive decision-making and improvements.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

Required Training

• Training as needed- assist with new hire training/refresher training

Other Qualifications & Physical Requirements

• Must be able to make quick and accurate decisions
• Must be able to provide accurate information to both employees and the management team on a professional level
• Use of a headset microphone is required.

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: $28.10 - $39.95 Hourly

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

Vacation / Holiday / Sick Time, Pandemic Leave under the Colorado Healthy Families and Workplaces Act / Short and Long Term Disability / New Parent Leave / 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 / Discretionary Bonus

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 position 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/