Consumer Care Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming phone calls, texts, chats, and written inquiries

• Diagnose issues related to consumer products

• Recognize and assess consumer issues and take or suggest suitable actions

• Develop alternative solutions and follow up to guarantee resolution of problems

• Complete tasks thoroughly, accurately, and promptly

• Prioritize and manage multiple responsibilities effectively

• Offer information, assistance, and guidance to consumers

• Address quality complaints, adverse events, and claims in accordance with Standard Operating Procedures

• Accurately document all phone calls immediately in the designated CRM system

• Utilize correct grammar and appropriate language in written communications and data entry

• Deliver high-quality work that meets specifications, standards, and procedures

• Listen attentively and pose relevant clarification questions

• Accept feedback positively and adapt to various communication styles

⛳️ Requirements

• Strong interpersonal and relationship management abilities

• Excellent verbal and written communication skills

• Proficient active listening and reflection capabilities

• Effective problem-solving and de-escalation skills for challenging callers

• Capability to maintain professionalism in high-pressure situations

• Ability to navigate multiple computer screens at once

• Experience with or capacity to use CRM software such as Salesforce

• Familiarity with or ability to operate ACD systems like Amazon Connect and Genesys

• Proficient in using email and web browser systems

• Ability to collaborate effectively while managing multiple projects across varying timelines in a fast-paced setting

• Strong organizational and teamwork skills

• Excellent interpersonal abilities and capacity to work with staff from diverse backgrounds and perspectives

• High level of sensitivity, empathy, and patience when dealing with consumers

🏝️ Benefits

• Equal Opportunity/Affirmative Action employer

• Remote work arrangement