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Premier Customer Support Representative

Sutherland Las Vegas, NV
  • Expired: over a month ago. Applications are no longer accepted.

At Sutherland, we help strengthen our client's brands by improving how they work. We rethink the process and work together to streamline it, rebuild it, and deliver it back smarter than before.

This position will be for a partner on the Customer Relations Premiere Support team focusing on escalated customer concerns, customer inquiries with respect to in-store and online transactions, corporate escalations and Animal Care/Nutrition knowledge.

Essential Job Functions

· Interact effectively and professionally with all levels of the organization and with frontline support associates. This is including but not limited to the ability to communicate professionally with clarity both verbally and in writing for documentation, conveyance of customer information, thorough understanding of policies and procedures, customer Premiere Support and updates

· Premiere Support agent will work with frontline team and/or internal partners to resolve or improve repeated/known issues impacting the customer experience. Additionally, he/she will be involved in seeking out and implementing best practices in regards to customer Premiere Support situations/concerns

· This position may involve training sessions or store visits/interaction to ensure the customer experience is captured and understood

· Thorough understanding of the animal care escalation process

· Handle corporate escalations by phone and written documentation

· Provide feedback to leadership on common customer contact drivers, website and product issues, process and policies that would positively impact the customer experience

· Support the social media team by documenting cases and performing customer outreach

Other Duties and Responsibilities

· Agent will be expected to successfully complete all onboarding training sessions in order to effectively execute their job function

· Agent will be required to effectively research complex customer situations by analyzing multiple applications or conducting internal discussions with support and/or field partners

· Attend monthly meetings with applicable personnel to discuss process changes and/or improvements, rollouts, etc. and hold him/herself accountable for providing accurate and timely documentation prior to any changes or roll-outs

· Agent will remain up to date on all policies supported and used by their managed services partners. This is inclusive of all legal requirements and best practices regarding the safeguarding and appropriate usage of customer information

· Agent will participate in regular team meetings to provide and discuss efficiencies/insights for improvements

· Agent will perform duties during their scheduled work shift as part of the job’s functional responsibilities

· Perform additional duties as required

Our most successful candidates will have:

· A High School diploma or GED

· Excellent verbal and written communication skills; proficient reading skills

· Multi-tasking skills, showcased through the use of several applications (experience working with CRM applications preferred)

· Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience

· Proven customer service skills

Sutherland is a drug free workplace.

HIVE095 19006727


As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years. Headquartered in Rochester, N.Y., Sutherland employs over 38,000 professionals spanning 20 countries around the world. To learn more, please visit us at


8725 West Sahara Ave, Las Vegas, NV
Las Vegas, NV