Consumer Representative Job Description
Consumer Representative Duties & Responsibilities
To write an effective consumer representative job description, begin by listing detailed duties, responsibilities and expectations. We have included consumer representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Consumer Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Consumer Representative
List any licenses or certifications required by the position: EETC, ASE, GOLD, CMS, DPPA, GLBA, FCRA
Education for Consumer Representative
Typically a job would require a certain level of education.
Employers hiring for the consumer representative job most commonly would prefer for their future employee to have a relevant degree such as Collage and Bachelor's Degree in Education, Business, Associates, Marketing, Communications, Healthcare, Management, Finance, Business/Administration, French
Skills for Consumer Representative
Desired skills for consumer representative include:
Desired experience for consumer representative includes:
Consumer Representative Examples
Consumer Representative Job Description
- Process credits for Customer Service
- Process product replacement or customer credit for defective items
- Coordinate and implement technical product and application solutions that extend value to our customers, consumers and sales representatives
- Review technical literature such as catalogs, ad sheets, promotional material, for technical accuracy, safe practices
- Develop familiarity with saw machine operations and maintenance by working in saw area and occasionally with LENOX Sawing Solutions Representatives in the field
- Keep informed on competitor activities and products
- Develop machining procedures for complex metallurgical structures, new and exotic materials
- Assist the Sawing Solutions Team with machine information
- Analyze system data and provide feedback to other departments
- Establish a working relationship with the customer and sales representatives, updating each on new product information
- Bachelor's degree in Risk Management, Insurance, or Business, Communications, Advertising, and/or Marketing or equivalent trade-off in related sales work experience
- Passion for sales and/or a minimum of 1+ years sales experience in a target oriented environment, particularly closing skills
- Demonstration of effective verbal & written communication skills, listening skills, and telephone skills
- Proficiency with mainframe and PC based computer systems to include Windows applications such as Outlook, Word, and Excel
- Demonstration of the ability to work effectively in a team environment and deliver personal and team sales targets via previous work assignments
- Thorough understanding of HP's products, software, and services
Consumer Representative Job Description
- Assists in creating and documenting COBRA customer service processes, tools and workflows
- Provides ongoing training for the COBRA team
- Serves as back up assistance for other COBRA department needs when necessary
- Professionally respond to incoming customer assistance requests received via phone, letter or internet (chat, social network, email)
- Maintain accurate database records utilizing web-based Customer Relationship Management software
- Utilize internal and external resources to obtain information needed to respond to customer inquiries
- Provide responses or referrals to consumers, dealers, distributors, and others requesting information on Trane and American Standard products, services, and programs as requested
- Coordinate requests and follow-up with other teams as needed to insure efficient handling of customers' requests
- Provide information for status reports on incoming and outgoing contacts handled by customer relations team
- Maintain and update a database of FAQ responses
- Thorough understanding of company's products, software, and services
- Flexibility and availability to work any of three (3) shifts falling between the department's hours of operation (Monday-Friday 8am EST-8pm PST)
- At least two years of experience providing software technical support for external customers through phone and/or email/chat in a call center environment required
- Detail oriented, self-assured, tactful, supportive
- Demonstrated PC literacy (Outlook, Word, Excel)
- Work with management, other team members and various departments in resolving customer issues
Consumer Representative Job Description
- Handle all inbound consumer warranty calls for Remington and Rayovac
- Handle all eCommerce sales calls for Home Appliance, Remington and Rayovac
- Resolve written and electronic communications
- Process daily Consumer return paperwork in Consumer database
- Upsell appropriate/applicable products
- Provide a frictionless and delightful consumer experience by engaging with the consumer through various channels, including phone/email/chat/social media, with accurate, timely and professional responses/resolutions
- Possess general knowledge of department's processes and procedures as it relates to consumer inquiries, including product use and care information, reviewing and processing warranty claims and returns, triaging and diagnosing issues with electromechanical products, determining part(s) needed for resolution, and scheduling service visits
- Collaborate with external partners and departments with a sense of urgency regarding inquiries such as shipping, delivery, invoicing, and pricing, and providing timely communication back to the consumer
- Hold themselves accountable for each consumer contact, striving for first contact resolution, while taking ownership of the consumer experience through diligent collaboration with the appropriate parties and providing timely and accurate communication back to the consumer in situations where first contact resolution is not possible
- A relevant degree is highly desirable
- Understands the Retail Partner’s business to effectively perform account management, with assistance increasing share of wallet
- Develops relationship to promote understanding of the Retail Partner’s goals and objectives
- Ability to develop and implement a comprehensive Retail sales strategy
- Proven ability to win new business, develop existing Retail Partner relationship and execute effective trade marketing programs
- Knowledge of organized retails
- At least 3-5 years sales management experience within the technology hardware industry, with some exposure to high volume sales and proven track record of high tech
Consumer Representative Job Description
- Evaluate performance against plan at appropriate intervals (e.g., daily, weekly) and instigate corrective actions to keep country on track to achieve LOB goals
- Identify opportunity to partner with alliances to grow business
- 25%-Answers high volume incoming technical support inquiries, offers knowledge to consumers and directs them to the proper sources if necessary
- 10%- Receives escalated consumer emails from web platforms such as Facebook, Twitter, Company Investor Relations and feedback, in regards to problems, installation instructions and general product information
- 25%- Timely responds to consumer inquiries meeting daily service level goals
- 5%- Provides feedback to HHI quality, marketing and engineering departments on product issues such as installation techniques, product features, online service support updates and models as needed
- 10%- As requested by supervisor (during extreme high call volumes) accurately, quickly and courteously receive incoming warranty support telephone calls and extract the maximum amount of essential information in a minimum amount of time in accordance with company guidelines and in an effort to Provide World Class Service for the consumer
- Other Duties” Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job
- Accurately, quickly and courteously receive incoming RAS and electronic lock warranty support telephone calls and extract the maximum amount of critical support information from the consumer, in a minimum amount of time, while providing a 5 Star Customer Experience
- Accurately and quickly utilize computer-aided CRM system, to create cases, trouble-shoot and document consumer product/warranty issues, and process warranty order fulfillment
- Cooking knowledge preferred
- Data entry with minimum error
- At least one (1) year experience in a product-based customer support function and/or call center environment
- Basic mechanical aptitude, ability to understand technical product issues
- Familiar with Windows-based computer applications, MFG/Pro a plus
- Associates or Bachelor’s degree and/or 1+ year of customer service/sales experience
Consumer Representative Job Description
- Excel in detailed level troubleshooting to mitigate Cost of Failure (COF)
- Serve as an information resource to internal customer
- Provide continual closed loop feedback to Field Sales Engineer, Engineering, Quality, Marketing, and Sales continue to improve product and service offering
- Flex as a resource for Consumer Service
- Observe consumer survey and feedback operations providing appropriate best practice responses
- Answers incoming participant phone calls and emails professionally and within outlined SLA standards
- Documents all participant communication within applicable systems
- Meets or exceeds all outlined quality standards
- Creates service requests for assistance from various internal departments
- Proactively identifies potential issues and assists with resolution when needed
- Results-driven and entrepreneurial approach to attaining goals
- Must show patience, empathy and maturity toward others
- Typing WPM 50 words per minute • Filing • Telephone System • Data Entry • Document Control • Faxing • Copying
- 1 -2 Years’ experience preferred in consumer/ FCRA related environment
- Basic knowledge and understanding of the dispute and resolution process for all Insurance and BGS products preferred
- 6 months of sales experience working in a call center