Consumer Affairs Specialist

Consumer Affairs Specialist

In this role you will be supporting the Contact Center department and you will be taking calls to deescalate and handle consumer complaints, help educate consumers on equipment and warranty information.

Training is usually 6-8 weeks (could be more or less depending how quickly pick up) and will consist of online modules, shadowing and nesting before you are released to complete calls alone.

LOCATION: Richardson, Texas 75080 ( In Office M-Thur and Remote on Friday's)

POSITION: Right to Hire Potential

SCHEDULE: 8:00am to 5:00pm (Onsite - (After training work Remote on Fridays))

PAYRATE: 22.00 hour

* Under general supervision, this position handles a variety of incoming consumer inquiries on Residential products through a Contact Center.

* Calls will be to deescalate angry consumers, handle consumer complaints, help educate consumers on equipment and warranty information.

* This position responds to questions and requests for information regarding products and dealers in order to provide the best customer experience possible.

* Professionally responds to pre-sales and/or post-sales questions from consumers of residential & commercial HVAC equipment.

* Interprets and explains the terms of product warranties.

* Provides product information to the consumer that may include discussing the differences in products, product capabilities and features and benefits.

* Provide product documentation to consumers if requested.

* May assess needs and suggest/promote alternative products or services.

* Guide the consumer to the dealer if dealer services are required.

* Document the call information into the call-tracking database in the event additional follow-up is required.

* Identifies and helps implement process improvements.

Requirements:

* Requires a high school diploma or an equivalent combination of education and experience.

* Requires at least 1 year related experience.

* Strong customer service skills.

* Ability to handle and diffuse difficult customer situations.

* Basic understanding HVAC refrigeration circuits, components and controls.

* Basic knowledge and experience in the installation and service of heating and air conditioning equipment.

* The ability to provide assistance in a fast paced environment.

* Excellent verbal, listening and written communication skills.

* Ability to learn, understand and convey technical information.

* Ability to multitask to handle and prioritize multiple technical requests.

* Proficient in Microsoft Office Suite.

* Experience with SAP is preferred.

About Staff Perm

Staff Perm is an Award Winning and Certified Small Business Enterprise utilizing a staff with over 20 years of staffing and placement experience to simplify the employee recruitment process.

7214 S State Hwy 78 Suite #1, Sachse, TX 75048 -

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