Consumer Relations Specialist

Job Description

Job Description

We are seeking a Consumer Relations Specialist to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role:

The Consumer Relations Specialist plays a pivotal role in fostering and maintaining positive relationships between the company and its customers across the United States. This position is responsible for addressing consumer inquiries, resolving complaints, and ensuring customer satisfaction through effective communication and problem-solving. The specialist will analyze customer feedback to identify trends and recommend improvements to enhance the overall consumer experience. By acting as a liaison between consumers and internal departments, the role ensures that customer needs are understood and met promptly. Ultimately, the Consumer Relations Specialist contributes to building brand loyalty and supporting the company’s reputation for exceptional customer service.

Minimum Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Minimum of 2 years experience in customer service, consumer relations, or a related field.
• Strong verbal and written communication skills.
• Proficiency with customer relationship management (CRM) software and Microsoft Office Suite.
• Ability to handle difficult situations with professionalism and empathy.
• Relevant experience may substitute for the educational requirement on a year-for-year basis.

Preferred Qualifications:

• Associate's degree in Business Administration, Communications, or a related discipline.
• Experience working in a consumer-facing role within retail, telecommunications, or financial services industries.
• Familiarity with data analysis tools and techniques to interpret customer feedback.
• Bilingual in English and Spanish, to support a diverse customer base.

Responsibilities:

• Respond promptly and professionally to consumer inquiries via phone, email, and other communication channels. Investigate and resolve customer complaints by coordinating with relevant departments to provide timely solutions.
• Document all interactions and maintain accurate records of consumer feedback and resolutions in the company’s CRM system.
• Analyze customer feedback to identify recurring issues and collaborate with management to implement process improvements.
• Educate consumers about company products, services, policies, and procedures to enhance their understanding and satisfaction.
• Provide administrative support to ensure the smooth execution of projects, reports, and client deliverables.
• Work cross-functionally with service line leaders (Meals, Nutrition, HME, Hospice, Pharmacy, Transportation, and Home Health) to align service delivery with client expectations and organizational goals.
• Participate in training sessions to stay updated on product knowledge, customer service techniques, and regulatory compliance.