Customer Engagement Specialist

2 weeks ago

Easton, Pennsylvania, United States Crayola Full time
Consumer Relations Agent, Full-Time

GENERAL OVERVIEW:

As a Consumer Relations Agent within an internal contact center, leverage comprehensive product and program expertise to address consumer inquiries and resolve complaints. Crayola is committed to delivering exceptional service, ensuring that every interaction is tailored and personalized to surpass consumer expectations and foster brand loyalty.

Agents undergo extensive training to employ innovative problem-solving and issue resolution techniques, enabling them to independently handle a wide range of consumer inquiries, including sensitive and proprietary information.

Additionally, agents will gain valuable insights to pinpoint key areas for enhancement by meticulously documenting data in consumer relationship management systems.

KEY RESPONSIBILITIES:
  • Address a diverse array of consumer inquiries and complaints while safeguarding the Crayola brand.
  • Participate in ongoing and comprehensive product and program training to stay informed about new offerings.
  • Utilize advanced engagement strategies to provide a highly personalized service experience. Engage in continuous training and coaching to improve the consumer experience.
  • Take part in company-sponsored training to immerse in the corporate culture and guiding principles.
  • Identify trends to offer early indicators of consumer perceptions or potential issues with products, programs, promotions, etc.
  • 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 to 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 present findings to internal stakeholders.
  • Proven capability to problem-solve, multitask, and manage time efficiently.
  • Proficient in Microsoft Word and Office 365.
WORK ENVIRONMENT:

The physical demands outlined here are representative of 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 essential functions.

Employees are frequently required to communicate, hear, 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. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required for this position include close vision and the ability to adjust focus.

Office environment with minimal travel.

WHY CHOOSE CRAYOLA?
  • Kid-Inspired Culture
  • Free Admission to Crayola Experience for Employees
  • Community Volunteer Opportunities
  • 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 - automotive, electronics, fitness, travel, and entertainment
Diversity & Inclusion at CrayolaWe are dedicated to fostering diversity and creating an inclusive culture for our collective brands - one that evolves 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. Learn more about Crayola's Diversity and Inclusion strategy.

Environmental CommitmentCrayola is committed to environmental sustainability and responsibly produces the products you love. Learn more about Crayola's innovative solutions for a greener future.

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

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