Representative, Consumer Service(Hybrid)

2 weeks ago

Oxford, United States 001 - Revlon Consumer Products LLC Full time
Job DescriptionJob Description

At Revlon, we create beauty innovations for everyone that inspire confidence and ignite joy every day.

Breaking beauty boundaries is in our company’s DNA. Since its game-changing launch of the first opaque nail enamel in 1932 (and later, the first long-wear foundation), Revlon has provided consumers with high-quality product innovation, performance, and sophisticated glamour. Elizabeth Arden made waves as a woman-led beauty company in the 1920s. In 1931, Almay became the original hypoallergenic, fragrance-free beauty brand.

Today, Revlon resiliently continues its legacy as a leading global beauty company. Our diverse portfolio—which consists of some of the world’s most iconic brands and product offerings in color cosmetics, skin care, hair color & care, personal care, and fragrances—is sold around the world through prestige, professional, mass, and direct-to-consumer retail channels. These brands include Revlon, Revlon Professional, Elizabeth Arden, Almay, American Crew, CND, Cutex, Mitchum, Sinful Colors, Creme of Nature, Britney Spears, Christina Aguilera, John Varvatos, Juicy Couture, Ed Hardy and more.

We honor our heritage, embrace change, and applaud diversity. We champion our employees and celebrate our consumers.

We are Revlon, together, transforming beauty.

Basic Function:

Serves as primary contact to consumers through direct verbal and written methods, including various social media channels. Provides best in class service to consumers by employing company resources to serve and maintain brand loyalty. Collects pertinent data for post marketing research, quality assurance reviews, and consumer behavior analysis.

Major Duties:

  • Identify and assess consumer needs and select the proper resolution in a timely, friendly, and professional manner.
  • Follow proper procedures and guidelines as defined in company’s Consumer Information Policy and Procedure Manual and in compliance with GMP and FDA regulations.
  • Determine appropriate resolutions for consumer inquiries and concerns with the full knowledge of and adherence to company policies minimizing legal and social risk.
  • Provide accurate information to consumers regarding product claims, product availability, ingredients, product usage and purpose, shade availability, advertising campaigns, animal testing policy, environmental issues, news media issues, company websites, and miscellaneous request for current, discontinued and future product offerings and promotions.
  • Serve in frontline responsibility for determining reimbursement amounts for refunds to consumers, dollar amounts of Gift Certificates and replacement products which include a written resolution to consumer.
  • Provide accuracy in documentation of all consumer contacts to include consumer name, address, telephone number, e-mail address, reason for contact, items discussed, full verbatim of call and resolution of contact in the Wilke Global Consumer Response System.
  • Familiarize and utilize current and relevant training information on all current products, discontinued products, substitute products, future product offerings, and procedures.
  • Maintain departmental averages for key performance indicators: (call monitoring, data quality assurance, call handling, etc.)
  • Supports Supervisor and Manager in departmental and/or company projects, as assigned.
  • Perform any other duties related to departmental functions or requested by management.

Knowledge & Skills Required:

  • Excellent oral and written communication skills.
  • Demonstrates an enthusiasm and interest for all assigned brands.
  • Most possess good judgment and ability to make independent decisions within departmental protocol.
  • Ability to maintain a professional attitude in stressful situations and with difficult consumers.
  • Ability to work independently and in a team interacting positively with co-workers and management.
  • Exemplary computer skills using Microsoft Office Software.
  • Ability to multi-task, prioritize, and manage time effectively during call volume peaks.
  • Bi-Lingual, (Spanish), preferred.

Minimum Education Required:

  • High School Diploma, Cosmetology License Preferred

Minimum Years Experience Required:

  • Prior call center experience preferred

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