Consumer Relations Representative - Full-time / Part-time

Job DescriptionConsumer Relations RepresentativeVarious Shifts Four 10 hour days General Function: The Consumer Relations Representative provides support to consumers who purchase products. Our consumers purchase product from our e-Commerce websites, independent retailers, company owned stores and department stores. The Consumer Relations Representative communicates with consumers via phone, email, chat or letter regarding various inquiries. They serve in a public relations function as the initial point of contact for the consumer.PRIMARY DUTIES- Answer consumer inquiries as quickly and efficiently as possible through active listening techniques and creative problem solving while striving for first time resolution.- Achieve channel goals to deliver departmental period KPIs (Key Performance Indicators).- Take appropriate steps to follow through with the consumer until the issue is resolved by placing initial or replacement orders, shipping items, providing return instructions, and/or processing online credits.- Document necessary information to support consumer refunds, reimbursements, appeasements and gift cards.- Document, record, and resolve corporate owned store complaints involving consumers. - Identify and escalate website and product issues. - Capture all consumer inquiries and complaints regardless of where the purchase was initiated (company owned, leased or other retail channels). - Place orders and provide status on existing orders while educating the consumer on brand products and policies. - Escalate all consumer reported fraudulent activities to the Customer Care team while adhering to all PCI (Personal Consumer Information) guidelines.- Partner with the Distribution Centers to ensure all consumer exceptions are being addressed within appropriate timelines.- Partner with colleagues to meet or exceed consumer service expectations.- Perform duties consistent with the Company-s AAP/EEO goals and policies.- Perform other duties as required/assigned by manager.KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:The Consumer Relations Representative is responsible for all consumer contacts. These include but are not limited to, calls, chats, emails and letters regarding general consumer inquiries. He/she should become product and site experts for the brands they support. He/she must be able to identify areas of opportunity to improve processes or help drive revenue. He/she must be keenly tuned into the consumer and be able to anticipate their needs throughout the entire interaction.To be successful, the Consumer Relations Representative must exhibit the following skills:- Demonstrate empathy to consumer concerns- Master the art of multitasking- Remain calm and professional while engaging in stressful interactions- Communicate timely and effectively through excellent verbal and written skills - Independently resolve requests using creative problem solving skills- Master technology used to perform functional responsibilities - High school diploma or equivalent required; (college work preferred). One year customer service experience required The Consumer Relations Representative acts independently within established policies on all consumer interactions. He/she will maintain a positive relationship between Wolverine Worldwide and the consumer. The Consumer Relations Representative is accountable for maintaining an ethical standard of behavior. WORKING CONDITIONS:Normal office environment. Able to work a non-conventional standard schedule Why Kelly®?At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly. About Kelly Services® As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.]]