Consumer Information Support Representative

Purpose and role of job:

Responsible for receiving inquiries and concerns from consumers and distributors by phone, electronic mail, letters, or social platforms, then determining the nature of the contact, providing the appropriate response and entering relevant data into the consumer information data base. Must successfully handle difficult or sensitive issues with consumers while maintaining departmental standards of quality and quality of consumer communications. Has knowledge and familiarity with social media platforms and Analytic platforms and is comfortable in navigating each of them.

Principal Accountabilities/ Responsibilities:

• Responds accurately, promptly, and effectively to consumer and customer calls, emails, Online reviews, and letters and quickly resolves difficulties with angry and frustrated consumers in a polite manner.
• Makes quick decisions about the legitimacy of concerns and involves Consumer Information Group (CIRG) Supervisor or Manager where needed.
• Communicates effectively with consumers by composing accurate, prompt, and effective replies to consumer letters, phone calls, electronic mail and social media platforms.
• Monitors consumer contacts to ensure action on possible product liability or product tampering incidents, by appraising situations that could result in legal action or media involvement and handles or refers to CIRG Supervisor or Manager on a case-by-case basis.
• Performs data input in a highly accurate and timely fashion on all consumer contacts according to the customer information database system parameters.
• Participates with Quality Action Team by analyzing consumer trends and concerns for a particular product line and disseminating this information to Marketing, QA, Manufacturing and Product Development personnel through reports and presentations monthly.
• Creates and disseminates reports to Manufacturing, Marketing, QA, and Product Development personnel, tracking consumer concerns by date of manufacturer or as per departmental request using Excel.
• Responsible for daily tasks of mailing consumer letters, replying to account concerns, processing and tracking samples, and any other duties assigned by Supervisor or Manager.
• Participates in various functions to improve performance, enhance skills, and help build departmental expertise.
• Additional duties as assigned.

Education and experience requirements:

• Associate degree preferred with course work in data processing /analysis and/or 2 or more years of related work experience. 
• Experience in dealing with the general public through 800-line, retail, or any other customer/social service venue.
• Must possess demonstrated effective and diplomatic oral and written communication skills; possess strong interpersonal, analytical, and organizational skills. 
• Ability to speak with consumers about the usage of all First Quality Products. 
• Have a comfort level of working in an 800 line/computer/data entry (keyboarding) environment.
• Must be able to type at least 40 WPM.
• Must be able to handle delicate and/or potentially explosive conversations with consumers regarding product failure or medical emergencies. 
• Must be able to read, write and speak the English language. 
• Able to maintain multiple projects at one time. 
• Fluent with Microsoft Office Programs