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Job Description

Consumer Care Representative

Marshall, Minnesota

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Description
(Overview)

This position is responsible for delivering a professional consistent quality experience while handling consumer and customer related issues for the Home Service unit of the Schwan's food company. Serve as primary point of contact and resolution for escalated issues. Support product promotional and payment concerns customer retention efforts and scheduling. Communicate with consumers and customers via telephone and email through the use of a guided script or process. Find common ground with upset customers and woo them back to satisfaction. Research retrieve and analyze customer information to recommend and implement actionable steps in the resolution of issues. Maintain accurate collection and documentation of feedback from all parties� contacted internal and external minimizing risk and liability to the Schwan�s Company. Verify all information to ensure reliability and accuracy. Coordinate with legal or HR claims of injury or property damage as a result of service provider. Complete work assignments and priorities within deadlines. Meet daily productivity KPIs. Collaborate with managers co-workers customers and other business partners. Process information and understand what a customer needs quickly and accurately. Provide cross functional support to other business units or departments within Home Service. Participate and complete all required training. Flexible work schedule may be required. Responsible to conduct yourself and ensure your subordinates (if applicable) conduct themselves in a manner consistent with company mission values code of ethics policies and other standards of conduct.

Qualifications

Education: High School diploma or equivalent. 12 or more months of Customer Service Experience Knowledge/Skills/Abilities: Intermediate proficiency in the operation of a personal computer in a Windows environment to include the Microsoft Office Suite and Outlook Excellent interpersonal and communication skills Work well under pressure be able to juggle many issues/projects simultaneously Excellent interpersonal and communication skills (both written and verbal) Organized and have proven documentation skills and phone skills Good listening and de-escalation skills Build rapport and trust with customers and efficiently and professionally resolve complex customer issues through appropriate channels Teamwork skills and ability to maintain confidentially and integrity of customer data Proven ability to solve complex customer issues and think independently Able to work evenings and weekends Comfortable with Word/Excel Familiar with digital assets (dotcom and mobile)

Job Type: Exempt Business Unit: Schwan's Home Service, Inc. Req #: 19011891

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