Consumer Affairs Specialist
About The Position
Are you looking for a service-focused position? If so, apply now to be a consumer affairs specialist with Jostens. You will be at the forefront of handling escalated situations, ensuring every customer feels heard, valued, and satisfied while making a real difference in their experience. In this role, you will evaluate and investigate complex consumer concerns, then confidently recommend the best path forward. In every case, you’ll champion fair, compliant outcomes by aligning with company policies and consumer protection laws, making an impact on both the customer experience and organizational integrity.
Requirements
- High School diploma or equivalent.
- 2+ years customer service or call center experience; as well as experience developing and delivering training.
- Experience with customer recovery strategies and techniques.
- Strong interpersonal, written, and verbal communication skills.
- Strong organizational and prioritizing skills, being detail-oriented to assure accuracy in dealing with data and systems.
- Ability to define problems, collect and analyze data, and draw valid conclusions.
- Ability to initiate change through planning, problem solving, decision making, and effectively working with people.
- Ability to work independently, making independent decisions and exercising good judgement.
Nice To Haves
- Jostens product knowledge is preferred.
- Knowledge of Oracle, Salesforce, Jboard, DOE, Dashboard, Enterprise Admin AS400, Jostens.com or OnBase is preferred.
Responsibilities
- Provide direct consumer support and resolution regarding issues with Jostens products and services.
- Establish relationships and promote strong communications with internal and external customers.
- Promote customer recovery efforts via effective communications and compensation strategies.
- Record consumer affairs interactions and logs data in Consumer Affairs database.
- Support the Customer Care Staff with questions regarding Consumer Affairs and maintain Help Articles and Resources.
- Train other team members on Consumer Affairs and other related processes.
- Monitor consumer interaction reviews for quality control and training needs.
Benefits
- Competitive healthcare (health, dental, vision, coverage)
- Voluntary benefits including home and car insurance, pet insurance
- Flexible spending account
- 401K plan with immediate vesting
- Accrued paid time off
- Company paid holidays
- Tuition reimbursement after 6 months of service
- Pay transparency
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
