This position is accountable for providing the Client's consumers with product support/knowledge and investigate questions and concerns to ensure consumer loyalty while providing "Best in Class" customer service. This takes place while closely following the Client'sGuiding Philosophies and embracing the Client's wayof working with consumers.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Listening to and empathically responds to consumer inquires that call
Ensures influential consumer satisfaction and serves as company ambassador by delivering quality product information to help consumers' understanding of client products
Retains consumers being a consumer advocate and using goodwill to resolve issues and empathy to help in retaining loyal product users
Handles consumer issues that appear to arise from the use of the product and handles requests for replacing defective merchandise or parts to ensure satisfaction
Meets all identified team and client performance metrics.
Completes system documentation, maintains and processes pertinent paperwork and records
Assists in the final testing of new surveys
Captures data accurately and inputs to CRS (Consumer Response System) to obtain computerized data records
Notifies consumer and designated personnel of findings, adjustments, and recommendations such as replacement coupon, refund of money, or escalation to client/partner
Recommends to management improvements in product, packaging, service, and procedures to prevent future issues of similar nature
Follows up on recommended adjustments to ensure consumer satisfaction
Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development and application of Six Sigma methodologies.
Must have strong written response capabilities
Excellent customer service orientation with high level of empathy
Working knowledge of computer technology that includes: Client and Alta Resources designated software.
Possess the ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources
Ability to accept coaching and feedback from leadership
Must have strong attention to detail
Ability to speak effectively with customers or employees of organization
Must have a strong aptitude and desire to learn
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
One year certificate from college or technical school preferred; or related experience and/or training or equivalent combination of education and experience.
Alta Resources - 19 months ago
About Alta Resources
In 1982, CEO Jim Beré started the first teleservices company for consumer-packaged goods. Just five years...