Specialist Consumer Care- NPD Hypercare

Weber • Palatine Township, IL

2d

About The Position

The role of the Consumer Care New Product Development specialist is responsible for supporting the CS Leadership team by helping to manage specific NPD products with consumers relating to products or services, handling problem cases by de-escalating consumers, solve consumer problems, improve overall customer service, giving white glove handling of tickets, and maintain company integrity and profitability.

Requirements

• Excellent verbal and written communication skills.
• Attention to detail.
• Self-Starter
• Time Management/Ability to Pivot
• Proven experience as call center agent
• Strong leadership and organizational skills.
• Ability to perform under pressure while working in a fast-paced environment.
• Tech savvy with knowledge of telephone equipment and relevant computer programs with a results-oriented attitude.
• Decision making skills.
• Ability to meet deadlines provided.
• High School diploma; or related experience and/or training or equivalent combination of education and experience.
• Leadership experience required.

Responsibilities

• White glove above and beyond Customer Experience related to NPD from beginning to solving the case.
• Contacting consumers to discuss and listen about new product, issues/concerns, compliments.
• Be a SME of all new products and excel at T/S to get consumers back up and grilling.
• Following up with consumers to ensure their new grill/accessory/assembly is complete or satisfied.
• Participate in routine NPD Specialist trainings/meetings with NPD team and Leadership team.
• Handle consumer NPD escalated or more involved tickets from Consumer Care reps.
• Provides helpful feedback and coaching suggestions for all agents to NPD Supervisor
• Suggest updates to procedures and processes for NPD Supervisor

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED