Job Description

SCOPE OF WORK

Confer with consumers (by phone or in writing, including email, online, social media) to resolve product or service problems:  Clarify the consumer's complaint; determine the cause of the problem; select and explain the best solution to solve the problem; expedite correction or adjustment; follow-up to ensure resolution.

ESSENTIAL JOB FUNCTIONS

•         Refer unresolved consumer grievances to designated departments or individuals for further investigation.

•         Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

•         Keep records of consumer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

•         Maintain knowledge of all company products, catalog contents and promotional items and activities.

•         Contribute to the development and implementation of plans that effectively and efficiently improve consumer services.

•         Manage social media response to track and respond in a timely manner to all comments, questions, reviews that come in through social media platforms.

Requirements of Work

KNOWLEDGE OF

·         Salesforce (CRM) experience preferred

·          Proficient with MS Office applications, primarily Outlook, Word, and Excel

ABILITY TO

·         Strong Active Listening -- giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

·         Demonstrates a sense of urgency and timeliness and ability to seek improvement.

SKILL IN

•         Strong customer service focus and customer relations skills

•         Excellent interpersonal communication skills, both verbal and written.

•         Strong intuitive, analytical, problem-solving and conflict resolution skills.

•         Strong teamwork skills with the ability to establish and maintain positive and effective working relationships with multiple departments.

•         Careful attention to detail and accuracy, recordkeeping and follow-up.

Company Description

About us Kolcraft is a family owned and operated baby product manufacturer with facilities across the US and overseas. Kolcraft baby products began as playards in 1946 and have grown to include crib mattresses, baby strollers, activity centers and baby walkers, training potties and more. Kolcraft partners with Sealy® to manufacture an award-winning line of crib mattresses and crib bedding. Also in their family of brands is Contours® Baby, an innovative line of baby products for today's busy families.