Customer Service Specialist - 08-032

MGA ENTERTAINMENT is leading the revolution in family and children’s entertainment, developing a broad range of proprietary and licensed products by using new technologies never before applied to its products. POSITION SUMMARY

Customer Service Specialist is responsible for handling all escalated and special consumer service incidents that are based on safety, injury or property damage related matters.

 ESSENTIAL DUTIES AND RESPONSIBILITIESBe the functional expert for all escalated incidents receivedManage claims received directly from Consumers, Customer Service Department and Call Centers from receipt through resolution.Maintain incident status logs for all escalated incidents and provide weekly status reports to Management, Quality Assurance and Legal departments.Provide regular and consistent communication to customers on status of their incidentMonitor progress of escalations to ensure they are resolved in a reasonable and acceptable time frameWork close with Quality Assurance team to ensure issues are being addressed at the root cause to eliminate occurrences.Work with Legal and Claims Departments on pending incidents and claimsMaintain organized filing system of all registered claims & incidentsDepending on incident resolution, process replacement order, issue refund request or process redemption check compensation.Follow up on resolution to ensure it has been addressed in a reasonable and acceptable time frame MINIMUM EXPERIENCE REQUIRED/PREFERREDAbility to Multi-task in fast paced and ever changing environmentPrioritize with little direction based on impact & urgencyExpert Crisis handling with a sense of urgencyHighly efficient organization skillsMust be able to work independently as well as part of a teamIntermediate level Microsoft Office Application Skills (Word, Power Point, Excel)

 ·  Strong verbal and written skills are essential as this individual must be able to clearly ·  Communicate to executives.

 

EDUCATION:
Some college or 3 years directly involved in managing consumer escalated incidents

 

BENEFITS:

We offer a competitive salary with an excellent compensation package including medical, dental, vision and 401(k) Plan, as well as bonus plans for designated positions. MGA Entertainment is an Equal Opportunity Employer.