25 . Consumer Affairs Representative - Topeka , Kansas 66604 TEMP  -  
Job Number: 24259

Consumer Affairs Representative - functions as a part of the consumer affairs team. Responsibilities are to manage the consumer relationship through building loyalty and increasing retention in order to sustain future sales and goodwill; to record actionable data and insights for the business so that the voice of the consumer influences new and changed product, service and policy decisions; and to portray the caring and professional image of the company to the consumer. Shift/Days Mon-Fri, 9am-3:30pm

Posted on: 05/10/2017
Pay $: 13.80
    Category:     Temporary  


  • Responsible for successfully handling a variety of telephone, email and letter inquiries (complaints, suggestions, questions, etc) from pet owners, retailers, etc

  • Possess in-depth knowledge of products, information, disease conditions, consumer promotions, and department procedures to enable accurate, timely responses

  • Fully utilize on-line reference materials in order to assure consistent, accurate messaging

  • Summarize and enter inquiries accurately and thoroughly with attention to useability into the Consumer Response computer system following established guidelines

  • Meet standards of performance for quality, excellent customer service and speed of call handling by meeting or exceeding standard Key Performance Indicators

  • Adhere to telephone schedule carefully, including start of shift, breaks and lunches.
  • Be alert to trends in the consumer contacts handled as well as potential issues, reporting them immediately to management
  • Manage the call volume by taking the responsibility of answering incoming calls as top priority
  • Take ownership of calls, escalating only those truly critical calls to others in the department for resolution
  • Resolve complex problems by employing negotiation skills and business judgment to achieve customer satisfaction




  • 2+ years of customer service related experience
  • Experience with personal computer including Windows, Word, Excel, ability to type 40 words per minute with low error rate, and the ability to navigate multiple screens and systems
  • Ability to talk to consumers while typing, up to 8 hours per day, at a desk, following a set break/lunch schedule

Preferred Qualifications:

  • BS/BA college degree
  • Bilingual in either Spanish or French
  • Well-developed communication skills, proofreading skills, business writing skills
  • Negotiation skills, to handle difficult calls and work towards a satisfactory outcome
  • Ability to work under pressure and meet deadlines
  • Positive and professional customer-oriented attitude
  • Team member experience through participation on projects and assignments
  • Problem solving and analytical skills
    Contact:     Simone Patterson
5840 SW Huntoon St

Topeka ,  Kansas    66604
(785) 272-9999
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Topeka, KS: 785.272.9999
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