We have an opening for a Day Shift Consumer Relation Representative I   

Summary 

Responds to consumer contacts regarding product complaints and compliments, information requests, and other needs.

Duties and Responsibilities  

Essential Functions

Responds to consumer inquiries received by mail, e-mail, web page, and telephone. Analyzes individual solutions and takes appropriate action within set parameters to ensure that consumer needs are met. 

Consults with Quality Control concerning consumer complaints when needed.

Consults with supervisor on unusual inquiries. 

Maintains consumer complaint database and customer inquiry database. 

Keeps adequate files on consumer contacts.

Provides regular reports on consumer contacts.

Keeps work area clean and orderly.

Follows safety rules and company policies.

Other Duties

Participates in training, employee meetings, committees, project teams, etc. as appropriate.

Receives written and verbal instructions on the above job tasks and performs other duties as directed by Supervisor.

Knowledge, Skills and Abilities

Associates degree or equivalent work experience required. Minimum three years’ experience in a call center or other customer service setting. Intermediate computer skills and knowledge of standard business software plus specialty software required. Must be detail oriented, proficient in data entry tasks, and possess strong organizational and customer service skills. Must read, write and speak English, conversational Spanish a plus. Pleasant personality for contact with consumers, guests, gift shop customers, and coworkers. Must be able to work with little direct supervision. 

Supervisory Responsibilities

None

Machines, Equipment, Tools Used

Personal computer, standard office equipment.

Physical Demands

Fingering:  Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.

Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make fine discriminations in sound.

Repetitive Motions: Substantial movements (motions) of the wrists, hands and/or fingers.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

The worker is required to have close visual acuity to perform and activity such as: preparing and analyzing data figures: transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

Work Environment

Usual office working conditions. Access to CONFIDENTIAL DATA (ex. wages, costs, financial reports, and other confidential records)

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.