Consumer Representative Job Description

Consumer Representative Job Description

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Consumer representative provides the oversight necessary to ensure efficient management of continuous studies with ability to pivot to new strategies quickly.

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:

Utilizing the Consumer Communications Call Strategy responds to consumers, regardless of issue or consumer’s demeanor
Monitors consumer contacts to ensure action on possible liability incidents, product or other according to risk management procedures
Assists the in the administration of customer perception surveys
Effectively present and make recommendations on products
Promotes company offerings to become a key part of the partner's business and solutions
Partner with Manager, Consumer Brand Management team, Consumer Insights team and Strategy team to assist with the development of the Annual Pass and Florida resident strategy
May lead a subset of the team
Handle 100% of retrieved consumer samples forwarded to Barrington Forensics
Support Escalations & Retrieval reporting needs
Communicate with customers regarding product information, applications, concerns

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:

Effective telephone customer service techniques and strategies
Effective customer service techniques and strategies
Elements of polyphase electrical theory
Benefit coding
Blue Cross and Blue Shield of Kansas customer service systems upon completion of training
COBRA
Computers
Contracts
Demonstrated technical aptitude and an ability to quickly learn new systems
Enrollment regulations

Desired experience for consumer representative includes:

Bachelor's degree in Insurance or Business or Marketing or equivalent trade-off in related sales work experience
Passion for sales and/or minimum 1+ years sales or call center work experience
Demonstration of effective verbal & written communication skills and telephone skills
Proficiency with mainframe and PC based computer systems to include Windows applications
Demonstration of the ability to work effectively in a team environment via previous work assignments
Minimum 1 year experience in sales or consumer service

Consumer Representative Examples

1

Consumer Representative Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of consumer representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for consumer representative
  • 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
Qualifications for consumer representative
  • 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
2

Consumer Representative Job Description

Job Description Example
Our growing company is hiring for a consumer representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for consumer representative
  • 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
Qualifications for consumer representative
  • 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
3

Consumer Representative Job Description

Job Description Example
Our company is looking to fill the role of consumer representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for consumer representative
  • 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
Qualifications for consumer representative
  • 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
4

Consumer Representative Job Description

Job Description Example
Our innovative and growing company is looking for a consumer representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for consumer representative
  • 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
Qualifications for consumer representative
  • 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
5

Consumer Representative Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of consumer representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for consumer representative
  • 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
Qualifications for consumer representative
  • 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

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