Consumer Affairs Representative

SUMMARY

Under the general direction of the Consumer Affairs Manager, coordinates responses to consumers in a consistent and timely manner according to company practices and procedures. Possesses good interpersonal communication skills, both verbal and written, and exhibits patience during tense situations. Possesses solid problem-solving skills and works with consumers to resolve concerns or problems. Helps to ensure the company maintains a positive reputation and provides the best experience possible.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Quickly, efficiently and accurately responds to consumer inquiries through the consumers' medium of choice (phone, email, written mail, Facebook, etc.). Gathers all pertinent information and resolves any issues possible during the initial contact.

Records interactions in the consumer database and pursues additional assistance or attention from resources in other departments as necessary, ensuring that the consumer receives a satisfactory answer. Must thoroughly document any subsequent follow-up for a complete history.

Completes appropriate paperwork for consumer replacements, arrange for product pick up if required, and follow up with other affected departments as appropriate.

Processes phone and web orders into ecommerce system.

Researches and resolves order issues (Issue Call-Tags, replacement orders and UPS claims) and documents consumer interactions in appropriate systems. Creates and maintains computer files on all activities performed. Records relevant correspondence and/or email on quality and crisis calls handled for future reference.

Reviews potential fraud orders using a set of criteria and releases as appropriate. Contacts the consumer by phone and/or email as required.

Provides backup to eBusiness department. Handle Amazon Central and Walmart Central order problems and replacements and documents resolution in appropriate program. Representative must respond to the consumer within a specified timeframe per contractual agreement. Cover JB Direct email complaints. Contact consumers for out of stock items and notify eBusiness of whether to ship or cancel the order. Keep the consumer updated on action taken.

Keeps all files up to date on brochures and other Company literature available to mail to consumers.

Trains additional personnel for back up situations.

Performs other duties as required by immediate supervisor/coordinator or other Company management.

Inherent in each position is a general duty to maintain each respective work area in a safe and sanitary condition. Regular, predictable, full-time attendance is required as an essential function of this position. The employee may be required to perform other such duties within the scope of their employment as may be assigned. The employee must also possess the ability to take direction, follow instructions, work with others, follow work rules and schedules, and focus on details. The individual must be flexible with the ability to multitask and shift priorities.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

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

Associate's degree (A. A.) or equivalent from two-year college or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience.

COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of the Microsoft Office Suite (including Word and Excel). Familiarity with website and web service administration dashboards is helpful.

LANGUAGE SKILLS

Ability to read and interpret documents such as company policies, safety rules, operating instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of consumers or employees of organization. Must be able to project a pleasant and helpful personality and must demonstrate the ability to deal calmly and professionally with a multitude of potentially stressful situations

WRITING AND GRAMMAR SKILLS

Ability to respond to a high level of consumer letters and email. Ability to write to both adults and children.

MATHEMATICAL SKILLS

Ability to perform basic mathematical calculations (i.e.; addition, subtraction, multiplication, and division). Ability to create and understand spreadsheets containing columns of numbers, averages, ranges, formulas, etc.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

**All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.**