The Consumer Relations Manager is responsible for the day-to-day operational oversight of the Consumer Relations team. This includes ensuring the delivery of an exceptional experience to all consumers in every transaction. Engaging directly with consumers who contact KONG for a variety of reasons including help finding the perfect KONG toy, resolving a product issue or even problem-solving when something doesn't go as planned.
Essential Duties/Responsibilities
In accordance with established processes and procedures, review and respond to consumer incidents.
Research and problem-solve to determine appropriate solutions for customers, think proactively, and set follow-ups as needed to ensure contact resolution.
Order product replacements and issue refunds to qualified consumers.
Review and evaluate Consumer Relations processes and procedures as needed.
Able to offer new solutions or recommendations to problems outside of set processes and procedures.
Communicates difficult concepts and may influence others' opinions and guide others to consider a different point of view.
Uses high level of judgement to make decisions and handle complex tasks or problems.
Manage the escalated incident claims process.
Hold periodic internal meetings to review consumer inquiries and incidents.
Review timecards on a weekly basis.
Other duties as assigned.
Job Qualifications
High School diploma required - Bachelor's degree preferred
1-2 years' experience managing or supervising a team
3-5 years' experience in Customer Service
Excellent written and verbal communication skills
Strong interpersonal skills
Strong technical skills, including Microsoft Office and office video communication platforms such as ZOOM, Microsoft Teams
Ability to work independently, prioritize multiple tasks and quickly learn new skills
Ability to stay cool and calm under pressure in a fast-paced environment
This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.
Compensation
From $65,000
Quarterly profit sharing
Work Location
KONG Headquarters - Golden, Colorado
Onsite Monday through Friday
Benefits
Health, Dental and Vision Insurance with low-cost premiums
Access to voluntary benefits
Employer paid short-term/long term disability and life insurance
401k with employer matching
12 Paid Holidays
Personal Leave Accrual
Pet Insurance, Tuition reimbursement, dog toys, and more!