Sr. Consumer Relations Representative

Position Summary: 

The Senior Consumer Relations Representative main function is to provide exemplary customer service to people who develop issues with the company’s products or services. In responding to complaints, Senior Consumer Relations Representative provide accurate information and timely solutions to questions, inquiries, or problems. The Senior Consumer Relations Representative researches and gathers data that will assist our business partners in finding resolution to consumer complaints, works with multiple departments depending on the complaint type and evaluates complaints to assure a proper follow through has been completed. This position requires an individual who can multi-task, work in a fast-paced environment and is not afraid to ask questions. It’s a demanding job where communication skills are vital in providing effective solutions to customer’s needs.

Essential Job Functions:

• Create and maintain reports on databases to track and evaluate follow-through requests.
• Execute appropriate response to consumer including, but not limited to; return written or verbal communications, forwarding responses to appropriate Sales or Marketing staff for follow-through and informative purposes, collect and ship requested materials.
• Answer e-mails and written communication from consumers regarding all Monster Energy product lines.
• Must be detailed oriented.
• Must be able to constantly learn and answer questions about new products that are introduced to the market.
• Must be able to multi task.
• Must have good problem solving skills.
• Analyze complaint data, assist in identifying trends and escalate trend data when found so proper investigation can be conducted by internal departments.
• Maintain relationships with internal departments who will help identify and provide resolutions to consumer complaints.
• Meets on regular basis with internal departments to gather corrective action relating to consumer complaints.
• Perform other duties as may be needed from time to time.

Position Requirements:

• College graduate preferred.
• 3-4 years of Consumer Relations and/ or Customer Service preferred.
• Professional phone manner.
• Must be able to deal with difficult and irate callers in a calm and controlled manner.
• Ability to handle multiple tasks in a work environment where rapidly changing priorities occur.
• Excellent Data Entry Skills.
• Intermediate to advance level of Word and Excel.
• Excellent written and verbal skills with special attention to spelling and grammar.
• Ability to work independently with minimal supervision.
• Must have good observation skills.
• Excellent organizational and time management skills.
• Ability to function effectively as a member of a team. With willingness to assist with special tasks and projects as assigned.
• Ability to successfully meet standards of physical examinations and substance abuse testing, if required.
• Fluent in Spanish or French a plus.

Base Pay Range: $15.00 - $20.00 per hour