Consumer Care Representative

Consumer Care Representative, Full-Time, Easton PA

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:

• Minimum 3-years customer service experience.
• Excellent communication skills, including active listening, comprehension, and creative business writing.
• Ability to identify trends and present to internal business partners.
• Demonstrated ability to problem solve, multi-task, and manage time effectively.
• Proficient in Microsoft Word and Office 365.

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

Green is our favorite color! Crayola cares about the environment and responsibly makes the products you love. Learn more about Crayola's creative solutions for greener tomorrows: https://aut.crayocom.cloud.sitefinity.com/about-us/sustainability

We offer competitive salary, outstanding benefits and the potential for advancement through the use of creative abilities. No phone calls please.

Search Firm Representatives - Please Read Carefully:
Crayola LLC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at Crayola LLC via e-mail, the Internet, or directly to hiring managers at Crayola LLC in any form without valid written search agreement in place for that position will be deemed the sole property of Crayola LLC, and no fee will be paid in the event the candidate is hired by Crayola LLC as a result of the referral or through other means.

Search firms are essential to the recruitment and staffing efforts at Crayola LLC, and we value the partnerships we have built with our vendors. For this reason, Crayola LLC has established and regularly maintains a preferred vendor list. Please note that even preferred vendors need to have a written search agreement signed by Human Resources at Crayola LLC in place for the specific position in order for a fee to be paid for any candidate referrals.