Consumer Response Coordinator Part Time

Job Overview

This is a Part Time position, working on-site 3 days per week, 8am-5pm. 

The Consumer Response Coordinator is responsible for resolving consumer complaints concerning our product, serving as a "spokesperson" for Coca-Cola, and the main point of contact for our consumers. This role is also responsible for delivering exceptional customer service while satisfying a consumer's complaint and enhancing the consumer's loyalty to our products. The Consumer Response Coordinator deals with issues that require a high degree of confidentiality and sensitivity to the company. 

Duties & Responsibilities

•    Coordinates and resolves Consumer Complaints (from CCCI and NAOU) by using anger diffusion and negotiating skills, while enhancing Consumer Loyalty; obtaining and inputting important relevant information into a database; generating written responses to consumer(s) that includes coupon replacement, communicating with sales branch and CCCI upper management.
•    Handles small package liability claims and product liability claims by using good judgment and appropriate decision-making skills to determine compensation needs to the consumer; arranging and negotiating a financial settlement with the consumer; authorizing a reimbursement check for up to $250.00, and working with (outside Insurance Carrier) to determine appropriate consumer compensation (if needed)
•    Assists Supervisor with report generation for Operations department; including production reports to obtain cases produced ensuring accurate data is used, and to determine the number of complaints per million cases produced, while assisting with the identification of trends and issues with complaint data
•    Observe trend data by reviewing reports; assist management in recording and tracking data. 
•    May preform other duties as assigned.
 

Knowledge, Skills, & Abilities

•    Customer Service, Communication Skills, and Telephonic Support
•    Proven ability to work swiftly but conscientiously to serve the needs of consumers 
•    Demonstrated problem-solving skills including experience handling disheartened callers in a professional manner
•    Effective oral and written communication skills, including but not limited to strong interpersonal skills to assist angry consumers
•    Demonstrates strong organizational and follow-up skills
•    Ability to multitask effectively and prioritize work
•    Excellent keyboard skills which include MS Office skills to create routine correspondence
 

Minimum Qualifications

• High school diploma or GED
• 1 year of customer service experience 

Preferred Qualifications

• Knowledge acquired through up to 12 months of work experience

Work Environment

Office environment 

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