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Bi-lingual Consumer Care Specialist

LALA US, Inc. Dallas, TX
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Job Description

JOB OVERVIEW:

The Consumer Care Specialist is responsible for delivering excellent customer service to our consumers through phone, call, e-mail, and social media channels. This position is responsible for achieving timely and accurate resolutions for all customer inquiries and concerns. The Consumer Care Specialists top priority is serve our customers in a sincere, caring, authentic way. This role is also responsible for the effective administration of the Corporate Quality System.

RESPONSIBILITIES / DUTIES:

  • Case Management: Receive and manage Consumer contacts via web form, phone, or e-mail; meet or exceed company standards (friendly, timely, and professional); Maintain updated knowledge of all company products and services in order to provide adequate education to customers
  • Consumer Recovery: Handles all consumer recovery and per LALA U.S. standards, policies and procedures to establish a positive connection with every Consumer, builds and maintains relationships with consumers
  • Quality Assurance: Maintains quality procedures, plans, flow process, and work instructions, partners with Risk Basement team on food safety complaints, recognizes quality concerns for our products
  • CRM/Social/Data Management: Ensure each contact is logged completely and accurately into the CRM system, routed to the appropriate channels, receives consistent follow-up, and are successfully resolved. Respond to Consumer messages received on all social media channels and escalate when necessary. Monitor social media (Facebook, Instagram, Twitter, Pinterest, etc.) throughout the day and engage with Consumers where appropriate. Outstanding judgement in representing the company externally on all social platforms
  • Reporting: Prepares influential reports regarding current and past Consumer contacts and resolution performance, pulls together weekly/monthly data outlining trends for functional departments, provides comprehensive reporting and presentations to showcase key Company milestones

QUALIFICATIONS:

  • Must be Bilingual Spanish & English
  • Excellent verbal and written communication skills
  • Have active and professional experience with social platforms (Facebook, Twitter, Instagram, Pinterest, etc.)
  • Obvious enthusiasm, initiative and pride in work
  • Professional telephone etiquette and empathetic listening skills

 

QUALIFICATIONS (continued):

  • Ability to perform at a high level in a fast-paced environment
  • Willingness to work independently or as part of a team
  • Ability to effectively resolve escalated consumer concerns
  • Proficient in a variety of software systems, especially Microsoft Office and able to adapt to new systems easily.  Experience with CRM systems is helpful
  • Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting customers at inappropriate times
  • Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate point of recovery
  • Writing: Communicating effectively in writing as appropriate and professional through all written medium

WORK EXPERIENCE / KNOWLEDGE:

  • 1-3 years of customer service experience
  • Experience in the food/beverage industry preferred

FORMAL EDUCATION:

  • High School Diploma or GED equivalent is required
  • College Degree preferred

Job Details

Date Posted April 16, 2018
Date Closes May 16, 2018
Requisition 725347
Located In Dallas, TX
Department Supply Chain
SOC Category 00-0000.00
Location