Customer Service Representative

Job Description

Job Description

Connexion’s mission is to provide "best in class" services to job seekers. We strive to achieve excellence in job placement, staffing, and recruiting services, while treating candidates with the professionalism and respect they deserve.

Job Title: Consumer Relations Representative
Shift: MA Hours M-F 8:30am-5:00pm (EST) TX Hours M-F 6:30am–3:00pm (MT)

Notes from Intake:

• Interview Process: 30 min MS Teams interview
• Currently using Kustomer (customer service & CRM platform)
• No weekends NO OT unless they are stuck on a call. After training Monday & Friday are home, Tuesday, Wednesday & Thursday in office. If someone wants to work in the office 5 days a week that’s fine.
• Ideally looking for call center experience, consumer-facing experience, CSR, phone support etc.
• Training will be for 2-3 weeks. No time off will be approved during training. Training will include product & system overview, shadowing, they will have a mentor, classroom training, independent training as well as video & quizzes.
• These candidates will be trained in all company wellness & consumer products.
• Fully onsite during the first 2-3 weeks of training before hybrid work schedule
• Performance measurements/ KPI’s (adherence goal & 85% call quality score)
• Another KPI is NPS – Net promoter score (goal of 70% out of 100) – Survey from consumer
• Multitasking, problem solving and good computer skills as these candidates will be fielding calls and responding to emails. Phones will be busy, at high volumes (40-50 calls per day).
• Quality, reliability, engagement in the culture, demonstration of a desire to learn and grow, and require little guidance to perform at a meet’s expectations level.
• Critical thinking for trouble shooting products. Candidates will be troubleshooting products over the phone... (review website to see company products) discussing warrantee options and sales.
• Handle time 7 1⁄2 minutes
• Working on technical systems, multiple screens.
• Attendance & reliability are TOP priorities. They can’t have people calling out or missing work.
• ALL candidates to need to complete a typing test before being submitted
• We are now running SSN Trace, Nationwide, County, State (where applicable) Federal & Sex Offender & drug screen (THC is not a disqualifier) - please be sure to add this to your screening questions.

SUMMARY:
The Consumer Relations Representative's primary role is to uphold 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.