Job Summary:

The Manager of Consumer Affairs will oversee and manage the operations of a consumer affairs contact center.

Supervisory Responsibilities:

• Hires and trains consumer affairs representatives.
• Oversees the day-to-day workflow and scheduling of the department.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

• Manages the operations of the consumer affairs team and contact center.
• Conducts quality control evaluations on calls and cases, monitors consumer affairs representatives performance; troubleshoots efforts and resolution techniques.
• Steps in as necessary to provide specialized service to customers who have experienced recurring issues or problems with the companys products or services.
• Documents consumer complaints; provides feedback and best practices guidance to representatives after resolution of the complaint.
• Conducts team meetings to discuss issues and topics affecting the team such as performance, updates to procedures and processes, new products, or new technology.
• Performs other related duties as needed.

Required Skills/Abilities:

• Extensive knowledge of customer service and consumer affairs strategies and procedures.
• Excellent verbal and written communication skills.
• Strong supervisory and leadership skills.
• Strong analytical and problem-solving skills.
• Extensive knowledge of, or the ability to quickly learn, companys products and services.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Bachelors degree in Business or related field required.
• Five years of related experience, with at least two years in a supervisory role, required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.