Consumer Care Representative

Consumer Care Representative

General Summary : As a Consumer Care Representative for an in-house contact center, use extensive product and program knowledge to resolve consumer inquiries and complaints. Crayola delivers best in class service. As such, service experiences are personalized and highly customized to exceed consumer expectations with focus on brand loyalty. Representatives are extensively trained to utilize creative problem solving and issue handling techniques to independently resolve consumer inquiries covering expansive subject matters, including highly sensitive and proprietary information. In addition, representative will gain essential insights to identify critical areas of improvement by accurately recording data in the consumer relationship management systems.

Principal Duties & Responsibilities :

• Respond to a broad range of consumer inquiries and complaints, while protecting the Crayola brand.
• Ongoing and extensive product and program training is required to keep abreast of new products and programs.
• Use advanced engagement techniques to offer a highly personalized service experience.
• Participate in ongoing training and coaching to enhance the consumer experience.
• Participate in company sponsored training to immerse themselves in company culture and guiding principles.
• Identify trends to provide early indicators of consumer perceptions or possible problems with products, programs, promotions, etc.
• Meet or exceeds contact center guidelines, including accuracy, data integrity, and response rates.
• Negotiate and resolve liability claims up to $250, providing restitution for property damages or gestures of goodwill.
• Utilizes language translation services to assist non-English speaking consumers.
• Completes assigned projects to support key company initiatives.

Job Specifications :

Physical Conditions :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee is frequently required to talk, hear, use hands and fingers to operate, handle, or feel objects, tools, or controls (type on a computer), and reach with hands and arms. The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Office environment with minimal travel.

Why Crayola?

Kid Inspired Culture Free Admission to Crayola Experience for Employees Community Volunteerism Opportunities Annual Bonus Potential for all Full-Time Employees Company Matched 401k & Employee Value Sharing Plan Comprehensive Healthcare Benefits for Eligible Employees Education Assistance Program Wellness Programs Employee Resource Groups Generous Product Discounts Onsite & Online Company Sponsored Employee Events Discounts on a wide variety of products and services - automotive, electronics, fitness, travel and entertainment Crayola cares about the environment and responsibly makes the products you love. We offer competitive salary, outstanding benefits and the potential for advancement through the use of creative abilities.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the notice from the Department of Labor. Crayola is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, religious creed, color, sex, pregnancy, sexual orientation, gender identity, genetics, age, national origin, ancestry, physical or mental disabilities, use of a guide or support animal for a disability, a relationship to a person with a disability, veteran status, having a GED (rather than a high school diploma), or any other legally-protected status.