Job Overview Keurig Dr Pepper, a leading beverage company renowned for brands like Keurig, Dr Pepper, Snapple, and more, is seeking a dedicated Customer Service Representative to join our team in Massachusetts. In this full-time position, you will play a vital role in enhancing customer experiences by addressing inquiries, resolving issues, and providing product support for our innovative coffee, tea, and soft drink portfolio. As a key point of contact, you will contribute to building lasting customer relationships and supporting our mission to refresh the world with bold flavors and convenient solutions. Key Responsibilities Your primary duties will include responding promptly to customer inquiries through multiple channels such as phone, email, live chat, and social media. You will troubleshoot product-related issues, process orders, handle returns and exchanges, and escalate complex matters to appropriate teams. Additionally, you will document interactions in our CRM system, identify trends in customer feedback to improve services, and collaborate with sales and operations teams to ensure seamless support. Maintaining a positive, empathetic attitude while upholding company policies will be essential to achieving high customer satisfaction scores. Required Qualifications A high school diploma or equivalent is required, with an associate's or bachelor's degree in business, communications, or a related field preferred. At least 1-2 years of experience in a customer service role, preferably in a fast-paced consumer goods environment, is necessary. Proficiency in customer service software, Microsoft Office Suite, and CRM tools like Salesforce is expected. Candidates must have excellent verbal and written communication skills, the ability to multitask in a high-volume setting, and a strong commitment to customer-centric service. Skills Successful candidates will demonstrate exceptional active listening, problem-solving, and conflict resolution abilities. Strong interpersonal skills, attention to detail, and the capacity to work under pressure are crucial. Technical aptitude for navigating support platforms, data entry accuracy, and familiarity with call center metrics are highly valued. A passion for beverages and consumer products, along with adaptability to shifting priorities, will set you apart. Company Info Keurig Dr Pepper is one of the largest beverage companies in North America, with a portfolio of over 125 owned, licensed, and partner brands. Headquartered in Burlington, Massachusetts, we employ thousands across the U.S. and are committed to sustainability, innovation, and community impact through initiatives like recyclable packaging and water conservation. Benefits We offer competitive compensation, comprehensive health, dental, and vision insurance, 401(k) matching, paid time off, and employee discounts on products. Our wellness programs, tuition reimbursement, and flexible spending accounts support your work-life balance. Growth Opportunities Keurig Dr Pepper invests in employee development through training programs, leadership workshops, and clear career paths into supervisory, training, or specialized support roles. High performers can advance to customer experience management positions or transfer to sales and operations, fostering long-term career growth in a thriving industry.