Consumer Relations Assoc I

Addison, Texas
Not Specified
Sep 29, 2016
Nov 28, 2016
Customer Service
Job Type
Not Specified
Career Level
Not Specified
The Consumer Relations (CR) Associates provide a support system and resolutions for customer escalations originating from front line Customer Service agents. The CR Associates receive incoming escalated complaint calls, faxes, e-mails, or written inquiries of an escalated nature and provide answers to consumers. They often negotiate solutions with customers using concession guidelines.
Key Responsibilities
  • Create, update and retrieve consumer files for documenting facts regarding complaints, actions and how complaints were resolved
  • Research and analyze information needed to resolve inconsistencies in procedures and gather information from various sources
  • Provide a last stop call process for consumers to resolve issues by providing expedient closure and feedback
  • Negotiate and implement concessions (e.g. refunds, exchanges, GWCs, etc.) that are in the best interest of the consumer and the company
  • Update contracts with special emphasis on contract coverage, cancellations, payments and transfers
  • Support all new and existing business functions which may include front line as well as escalated calls
  • Resolve questions and problems to the customer/client's satisfaction while remaining within the guidelines of the terms and conditions of the contract
  • Make high impact decisions with little direction
Required Skills/Experience:
  • 1 year customer service experience
  • Demonstrated strong customer service skills
  • Demonstrated ability to follow high level processes and guidelines to perform tasks
  • Ability to converse with customer/client on an escalated level
  • Effectively manage a caseload with frequent and consistent updates
  • Ability to navigate computer data entry system
  • Basic problem solving skills
  • Ability to determine customer needs
Desired Skills/Experience:
  • 1 - 2 years company/client experience preferred
  • Strong understanding of company products and services
  • Strong understanding of client contract and operations