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Company View
Founded in 1846, A. T. Cross is a global branded accessories company based in Providence, Rhode Island. Built on a rich tradition of its award-winning fine writing instruments and reputation for American quality, craftsmanship and service. The company’s innovative products appeal to a growing market of consumers who desire distinctive accessories that enhance their image and facilitate their lifestyle.
Cross, through its subsidiaries, designs, manufactures, and markets fine writing instruments throughout the world and is an original equipment manufacturer.
Scope and Responsibilities
The Consumer Relations Agent will be part of an integrated Brand and Creative Marketing team. Under the direction of the Director of Global Marketing & Customer Experience, this position will focus on supporting digital, traditional marketing and e-commerce efforts. This position will serve as the front line acting as the liaison to assist our consumers regarding orders, repairs, warranty, and product related inquiries.
Specific Functional Responsibilities:
• Manage incoming consumer inquiries through phone system, email, and social media.
• Manually processing orders, refunds, credits where needed. Editing/fixing customer website profiles where needed and where appropriate to do so.
• Keeping records of all customer interactions, transactions, comments, and complaints within a central ticketing and digital customer account profile system.
• Collaborate with internal teams in order to resolve consumer issues and product / warranty inquiries.
• Develop a complete understanding of our products and services to better assist consumers.
• Maintaining a positive, empathetic, and professional attitude toward customers as well as the company.
• Customer oriented with ability to adapt/respond to different types of consumers.
• Owning and protecting the consumers relationship with our brands.
• Responding promptly to customer inquiries regardless of what channel/method they use to communicate.
• Ability to multi-task in various systems that may not seamlessly be connected.
• Consistently meet if not exceed our daily call/response to inquiries metrics.
• Follows all processes outlined in departments workflows.
• Ability to work in a fast-paced environment as well as perform additional tasks during slower periods.
• Other assigned duties
Qualifications & Experience:
High school diploma or equivalent required
Minimum of 2 years customer service experience
Minimum of 1 year call center experience preferred
Experience working with Netsuite preferred, but not required
Experience working with Five9, Twilio, Nortal Networks or any contact center-based phone system preferred, but not required
Must be able to read and write in English
Skills Required
See above.
