Consumer Care Representative

Joining King's Hawaiian makes you part of our `ohana (family). We are a family-owned business for over seventy years, respecting our roots while thinking about our future as we continue to grow and care for our customers and the communities we serve. Our `ohana members build an environment of inclusivity as they freely collaborate, pursue learning through curiosity, and explore innovation as critical thinkers. Beyond that, we are also passionate about supporting the long-term health and well-being of our employees and their families. If you're excited to rise with our team, come and join our `ohana!
Working under general supervision, the Consumer Care Representative will act as the central contact for incoming inquiries and comments through email, telephone, mail, website, and social media through Zendesk. The ideal Consumer Care Representative would be able to radiate the Aloha spirit to all consumers that contact the company and provide accurate information in a timely manner.
The Consumer Care Representative will be crucial in maintaining high customer satisfaction levels, building long-term relationships, and ensuring brand loyalty. You will handle a wide range of customer interactions via various communication channels, including phone calls, emails, and live chat, while demonstrating exceptional communication, problem-solving, and interpersonal skills.
Employees in this position may interact with their leader when needed, to receive guidance and feedback. Most non-routine activities may require their leader's advance approval, but routine decisions within the general scope of the role may be made independently.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Serve as the main point of contact for customers, addressing their inquiries, concerns, and requests in a professional and empathetic manner.
• Handle a high volume of customer interactions through multiple communication channels, ensuring timely and accurate responses.
• Provide exceptional customer service by actively listening, assessing needs, and providing appropriate solutions or escalating issues to higher levels of support when necessary.
• Maintain a comprehensive understanding of our products, services, and policies to effectively assist customers and resolve their problems.
• Document customer interactions, inquiries, and resolutions accurately in Zendesk, ensuring a complete and up-to-date customer history.
• Identify opportunities for improving customer satisfaction, retention, and loyalty, and communicate these insights to the relevant teams.
• Collaborate with cross-functional teams such as eCom, Marketing, and Product Development to address complex customer issues and ensure a seamless customer experience.
• Stay updated on industry trends, product knowledge, and customer care best practices to continuously improve your skills and deliver exceptional service.
• Adhere to established performance metrics, including response time, resolution time, customer satisfaction ratings, and quality standards.
• Act as a brand ambassador, promoting positive customer experiences and representing the company's values and mission.
• Facilitating all the mailing to consumers which includes letters, loyalty boxes, coupons, and other miscellaneous items.
• Perform other duties as required or assigned which are reasonably within the scope of this role.

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

• At least 2 years of customer service experience on phone, email and in person
• High school diploma or equivalent; a bachelor's degree is a plus.

ADDITIONAL QUALIFICATIONS (JOB SKILLS, ABILITIES, KNOWLEDGE)

• Expert in a customer service or consumer care role.
• Proficient in verbal and written communication skills, with the ability to effectively communicate complex information to customers of varying technical backgrounds.
• Proficient in strong problem-solving skills, with the ability to think quickly and creatively to resolve customer issues.
• Expert in empathy and patience to handle challenging customer situations and provide exceptional service.
• Proficient in using customer relationship management (CRM) systems and other relevant software applications.
• Proficient in multitasking, prioritizing, and managing time effectively in a fast-paced environment.
• Flexibility to work in shifts, including evenings, weekends, and holidays.
• Working knowledge of the industry and products/services offered by the company is desirable.
• Demonstrated ability to work collaboratively in a team-oriented environment.

• Working knowledge of Zendesk.
• Working knowledge of Microsoft Word, PowerPoint, and Excel.
• Expert in prioritizing, multi-task, working independently and effectively collaborate with others.
• Ability to travel up to 5% of the time.
• Ability to consistently demonstrate King's values of excellence, dignity, saying it like it is in a way it can be heard; and curiosity, collaboration, critical thinking and emotional intelligence.

Compensation: $16.95-$22.93
King's Hawaiian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our ohana.