Consumer Care Representative (PT) Job at Central Garden & Pet - Dog/Cat Segment
Our Dog and Cat business unit is looking for a Part-Time (~20 hours per week) Consumer Care Representative who will be responsible for responding to all consumer inquiries regarding consumer questions, complaints, and claims. Nylabone is seeking a compassionate and patient animal lover to handle consumer contacts that are escalated from the Call Center for specialized resolution.
MEASURES OF SUCCESS:
MEASURES OF SUCCESS:
- De-escalation of sensitive consumer contacts.
- Ability to record and process request of consumer complaints to supervisor.
- Report and act to any pet injury or severe pet-health related claims.
- Assist in reviewing Product Liability Claims and provide recommendations for resolution.
- Create and maintain claim summary spreadsheet (claim summary, initial contact from claimant and follow up directions, veterinary invoices, veterinary records and notes, product in which caused the claim).
- Claim investigation when claim is resolved.
- Preparation of monthly quality report for Nylabone products (summary of product complaints, returns, refunds, etc.).
- Communicate potentially troublesome areas and emerging trends to Consumer Care Manager.
- Develops a comprehensive knowledge of company services and products including product composition, package directions, promotions, and pricing.
- Monitors consumer contacts to ensure action on possible liability incidents, product or other according to risk management procedures.
- Resolution of social media issues, keeping in mind time-sensitivity due to large audience.
IDEAL CANDIDATE ATTRIBUTES:
- College degree and/or relevant experience preferred.
- Background with veterinary medicine (vet tech/front desk) or dog-related background is a plus.
- Excellent interpersonal, verbal and written communication skills required.
- Proficiencies, demonstrating the proper articulation necessary to communicate with prestige brand customers.
- Ability to work in a fast-paced environment while exhibiting tact, good judgment, diplomacy and flexibility.
- Willing and able to retain key knowledge for existing and new products as provided on a continuous basis.
- Well organized and able to prioritize multiple tasks at a time.
- Proficient with MS Office software.
- Familiarity with SalesForce software is a plus.
At Central Garden & Pet (NASDAQ: CENT and CENTA), we believe home is at the center of our lives, and our employees are driven by our purpose to nurture happy and healthy homes. Our company is made up of thousands of people across North America, with an emerging footprint across the U.K., Mexico, China and Canada - all dedicated to helping gardens bloom bigger, pets live healthier and communities grow stronger. We are united by our mission to lead the future of the garden and pet industries…one blade of grass and one wagging tail at a time. Visit our website at www.central.com to learn more.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
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