Consumer Services Representative - US

Kids2•Atlanta, GA

6d•Onsite

About The Position

At Kids2, we’re really good at what we do. And when we’re great at our jobs, we help parents be great at their jobs. Parenting is demanding, and that’s where we come in. We want to reimagine how brands can make it easier for early stage parents – not by just selling them products, but by providing holistic solutions that transcend borders, categories and aisles. No matter our title or department, at Kids2, our job is to create more tiny wins for parents, so they can create bright futures for their little ones. That’s a big task! We’re serious about what we do, AND we love to have fun. Our team is hardworking, entrepreneurial, and passionate about helping families create millions, if not billions of tiny wins.

Requirements

2+ years of customer service experience
Demonstrate the ability to multi-task while delivering exceptional customer support across multi-channel consumer touchpoints
Ability to thrive in a highly collaborative team environment requiring video, phone, and digital conversations
A skillful self-starter with concentrated time management skills
Strong listening aptitude and ability to problem-solve
Must be professional, reliable, and have strong attention to detail
Must have strong verbal and writing skills in English and Spanish
Proficiency in typing, with a minimum of 60 words per minute, is required.
Experience in Microsoft Word, Excel, and PowerPoint is essential.

Nice To Haves

Microsoft Dynamics CRM a plus

Responsibilities

Directly manage incoming and outgoing consumer calls to action support within a defined standard.
Review, process, and accurately archive a high volume of consumer email inquiries with sensitivity
Conduct exchanges with consumers through social applications using guided canned responses
Extend product troubleshooting as appropriate for our consumers, collaborating with other teams
Record product quality notices, initiate consumer refunds, and submit replacement orders within company guidelines
Ensure timely resolution for each consumer contact
Express due diligence with individual review of outstanding guest claims
Coordinate product returns using an online courier scheduling system when business guidelines deem necessary.
Collaborate with cross-functional teams such as Product Integrity, Product Development, and Accounting
Deliver quality engagement and foster positive connection-building with caregivers and patrons
Other duties and & responsibilities as assigned.