Customer Support Specialist

2 weeks ago

Easton, Pennsylvania, United States Crayola Full time

Consumer Relations Advisor, Full-Time

GENERAL OVERVIEW:

As a Consumer Relations Advisor within our dedicated contact center, leverage comprehensive product and program expertise to address consumer inquiries and resolve complaints. Crayola is committed to delivering exceptional service, ensuring that each interaction is tailored and personalized to surpass consumer expectations while fostering brand loyalty.

Our representatives undergo thorough training to employ innovative problem-solving and issue resolution strategies, enabling them to independently manage a wide range of consumer inquiries, including sensitive and proprietary information.

Moreover, representatives will gain valuable insights to pinpoint critical improvement areas by meticulously documenting data in our consumer relationship management systems.

KEY RESPONSIBILITIES:

  • Address a diverse array of consumer inquiries and complaints while safeguarding the Crayola brand.
  • Participate in ongoing and extensive training to stay informed about new products and programs.
  • Utilize advanced engagement techniques to provide a uniquely personalized service experience. Engage in continuous training and coaching to enhance consumer interactions.
  • Take part in company-sponsored training to immerse in our culture and guiding principles.
  • Identify trends that serve as early indicators of consumer perceptions or potential issues with products, programs, or promotions.
  • Meet or exceed contact center performance metrics, including accuracy, data integrity, and response times.
  • Negotiate and resolve liability claims up to $250, offering restitution for property damages or goodwill gestures.
  • Employ language translation services to assist non-English speaking consumers.
  • Complete assigned projects that support key company initiatives.

JOB REQUIREMENTS:

  • Minimum of 3 years of experience in customer service.
  • Exceptional communication skills, including active listening, comprehension, and creative business writing.
  • Ability to identify trends and effectively present findings to internal stakeholders.
  • Proven problem-solving abilities, multitasking skills, and effective time management.
  • Proficient in Microsoft Word and Office 365.

WORK ENVIRONMENT:

The physical demands outlined here represent those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Employees are frequently required to communicate, listen, and use hands and fingers to operate, handle, or feel objects, tools, or controls (such as typing on a computer), and reach with hands and arms. Occasionally, employees may need to lift and/or move up to 25 pounds. Specific vision abilities required for this position include close vision and the ability to adjust focus.

This role is primarily office-based with minimal travel requirements.

WHY CHOOSE CRAYOLA?

  • Kid-Inspired Culture
  • Complimentary Admission to Crayola Experience for Employees
  • Opportunities for Community Volunteerism
  • Annual Bonus Potential for All Full-Time Employees
  • Company Matched 401k & Employee Value Sharing Plan
  • Comprehensive Healthcare Benefits for Eligible Employees
  • Education Assistance Program
  • Wellness Programs
  • Employee Resource Groups
  • Generous Product Discounts Onsite & Online
  • Company Sponsored Employee Events
  • Discounts on a wide variety of products and services, including automotive, electronics, fitness, travel, and entertainment

Diversity & Inclusion at Crayola:
We are committed to fostering diversity and creating an inclusive culture for our collective brands—one that grows through sustained action, demonstrates care for every life experience, inspires new products and content, and builds a sense of belonging where every employee can thrive.

Environmental Responsibility:
Crayola is dedicated to environmental stewardship and responsibly produces the products you love. Learn more about our creative solutions for a greener tomorrow.

We offer competitive salaries, outstanding benefits, and opportunities for advancement through the application of creative abilities.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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