Consumer Services Representative

Evenflo Company, Inc. • Charlotte, NC

9h

About The Position

The Consumer Services Representative is responsible for delivering a first-class customer service experience by meticulously handling customer inquiries across various communication channels, including phone, email, social media, and video appointments for car seat installation instructions. This role requires becoming a product knowledge expert for the entire product portfolio and brands under Goodbaby Intl., providing expert care and detailed answers to consumer questions. The representative will also be responsible for documenting information, ordering replacement parts or products, and directing unresolved issues to specialized departments while collecting relevant data.

Requirements

• Excellent typing, written, verbal and communication skills.
• Must be able to communicate with consumers on phone, email, and video services in English
• Friendly, enthusiastic attitude, positive team player, punctual, open to constructive feedback and taking direction.
• Ability to demonstrate a high degree of courtesy, empathy and professionalism while resolving customer issues.
• High school diploma or equivalent; related experience and/or training.
• Must be able to sit and/or stand for extended periods of time.
• Must be able to operate a computer and other office productivity machinery such as copy machine, computer printer, phone / headset throughout the business day

Nice To Haves

• French proficiency is an added bonus
• Previous Customer service experience or call center experience is a plus.
• Prior experience working with social media or Community Management is a plus.
• Prior experience with Salesforce Service Cloud or SAP is a plus.

Responsibilities

• Ensure a first-class customer service experience by handling the response to customer inquiries with care and attention to detail.
• Work with and engage with consumers across multiple channels (phone, email, social media, and Car seat installation instruction via Video Appointments).
• Provide answers consumer inquiries on the entire product portfolio and the brands under Goodbaby Intl. with expert care.
• Document information and order replacement parts/products to facilitate consumer inquires.
• Become a product knowledge expert through continuous learning by way of training sessions, reviewing instructions, etc.
• Direct inquiries and unresolved issues to the specialized department and collect the relevant.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED