Representative, Customer Relations - Beaumont, United States - Conn's
Description
**Overview -** The Customer Relations Specialist is responsible for handling escalated customer inquiries, comments, and complaints. The Customer Relations Specialist plays a key role in understanding Conns customer concern/needs, researching and investigating customer reports, and bringing such matters to resolution.
**Key Duties & Responsibilities**
+ Provides exceptional customer service to Conns customers.
+ Develops strong and trusted relationships with customers by listening to and understanding escalated concerns, demonstrating empathy, and focusing on timely and accurate communications to bring escalated matters to resolution.
+ Research customer concerns and takes appropriate action to resolve the matter while balancing superior service with fiscal responsibility.
+ Maintains and updates customer account records and business reports.
+ Communicates and escalates customer feedback to other teams as appropriate, including IT and Marketing departments, to improve the overall customer experience.
+ Maintains a working knowledge of company policies, procedures, and processes to navigate and respond to escalated customer concerns.
+ Makes recommendations to improve the customer experience.
+ Updates training manuals and develops training materials for handling specific customer-related matters.
+ Other duties as assigned.
**Required Experience**
+ High School Diploma or GED is required.
+ Certifications -
+ 2+ years of relevant work experience required.
+ Demonstrated experience working with customers to understand needs and deescalate situations required.
+ Basic computer experience, with the ability to use systems to navigate and research electronic records required.
+ Experience in Microsoft Office suite, with basic to intermediate Excel skills required.
+ Demonstrated problem solving skills, with the ability to understand a problem, research and identify an appropriate resolution.
**Preferred Experience**
+ Minimum 2 to 3 years related experience.
**Skills & Abilities**
+ Attention to detail, with demonstrated ability to track and maintain data, identify gaps and research and report findings.
+ Strong communication skills (written and oral) with the ability to interact with customers in verbal and written form and deescalate sensitive situations.
**Working Conditions**
+ Work is performed in an office environment.
+ May require prolonged periods of sitting/standing.
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