Customer Relations Representative

Job Description

Job Description

Job Title: Consumer Relations Representative (X9)
Pay Rate: $18/hr.
Location: El Paso, TX
Duration: CONTRACT 6+ months, could extend or convert based on business needs
Shift: M-F 6:30am–3:00pm (MT)

SUMMARY:
The Consumer Relations Representative's primary role is to uphold the company's commitment to delight our consumers with exceptional service and represent their needs throughout the organization. The Consumer Relations Representative is responsible for providing quality consumer support and service by accurately and efficiently handling incoming telephone calls regarding our products. Calls may include but are not limited to general inquiries, product troubleshooting, sales orders, availability, warranty replacements and product specifications.  The representative will seek to understand consumer needs and expectations and will address them with professionalism and empathy while protecting brand and company image and reputation.
DUTIES AND RESPONSIBILITIES:

• Product and systems knowledgeable.
• Takes and manages / troubleshoots consumer calls.
• Understands connectivity and non-connectivity consumer products designed for the home environment (Bluetooth, App, and Wi-Fi connectivity controlled)
• Accurately logs in all calls into Oracle® based system.
• Properly escalates consumer calls as needed.
• Follow up with consumers as needed.
• Identifies opportunities being expressed by the consumer.
• Manages personal Identifiable Information properly.
• Meets key process indicators set by the department.
• Listens to and implements all coaching.

EDUCATION OR EQUIVALENT REQUIRED:

• High School diploma or equivalent

EXPERIENCE REQUIRED:

• 1 -2 years of call center experience preferred
• If not call center a job that required phone presence or customer facing

SKILLS REQUIRED:

• Customer Service experience
• Experience with Bluetooth, App, and Wi-Fi connectivity devices
• Excellent communication skills
• Ability to understand and follow oral and written instructions.
• Working knowledge of Microsoft Office applications (Word, Excel, Project, Power Point)
• Ability to sit for extended periods of time.
• Must be dependable and prompt.

PHYSICAL DEMANDS REQUIRED:

• 76-100%=Continuous sitting-at desk, computer, etc.

WORK CONDITIONS:

• Office Setting. Hybrid 2 days a week IF KPIs are met.