Representative, Customer Relations

Conns HomePlus

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 Conn’s customer concern/needs, researching and investigating customer reports, and bringing such matters to resolution.

Key Duties & Responsibilities

Provides exceptional customer service to Conn’s 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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