Berkeley Heights, NJ
Administrative & Assistantship
Full - Time
15-Apr-2021

Title: 12 Month Junior Consumer Engagement Associate

Department: Consumer Care Center (CDMO)

Location: Berkeley Heights, NJ

Job Summary: Supports the product category by responding to consumer contacts via multiple channels (phone, email, letter, chat, social media, SMS).  Provides expert knowledge to consumers, salons, and other sources contacting us for information or seeking assistance in the use our products. Utilizes opportunities to build sustainable relationships. Offers insights to the brands for continuous product and service improvement.

Key Job Accountabilities:

General:

  • Displays a professional company image through voice and online interactions
  • Meets established quality standards in all contacts across channels
  • Ensures optimal service levels maximizing resources
  • Recognizes and recommends new ways to influence consumers in their purchase decision
  • Performance meets expectations of key metrics
  • Adheres to assigned schedule, which is subject to change and may include evening and/or Saturday hours.
  • Offers schedule flexibility to support the needs of the business
  • Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer
  • Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction.
  • Supports the voice of the consumer by collecting insights as requested by the brands, CMI, digital and e-commerce
  • Promotes brand loyalty and contributes to business by recommending and selling products for traditional and e-commerce enabled brands

Product Expertise:

  • Has expert product knowledge within a product category
  • Assists consumers in finding appropriate products
  • Educates consumers in the use of our products
  • Identifies cross-selling opportunities and introduces consumers to new products and services
  • Builds relationships with each consumer who contacts our brands
  • Recognizes product issues that should be brought to the attention of the brands and/or management
  • Can communicate content of consumer conversations accurately to support consumer insights
  • Participates in focus groups or discussions with stakeholders
  • Resolves issues fairly, balancing the needs of the consumers with those of the organization
  • Connects with consumers on product needs, making recommendations for and directly selling products to consumers on various contact channels

CRM:

  • Documents product issues in a way that the information can be used for product improvement or development
  • Accurately enters information in the CRM and surveys to ensure data integrity

Job Requirements:

  • Undergraduate degree received within the last 12 months
  • Strong product/brand knowledge
  • Customer obsessed mindset
  • PC Proficiency (Microsoft Suite)
  • Information & Data management
  • Quantitative data analysis skills
  • Strong communication skills, both written and verbal
  • Ability to pay attention to detail and multitask effectively
  • Ability to work independently and collaboratively in a fast-paced work environment
  • Authorization to work in the US on a long-term basis without requiring assistance

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.

 



We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.

#DDIR

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