Consumer Relations Representative

POSITION SUMMARY

 

The Consumer Relations Representative provides assistance to consumers and clients in resolving both routine and complex issues relating to payment and non-payment of rebates from consumers.  Performs extensive research and analysis.  Acts as informational resource to clients, team members, and other company departments for rebate related issues.  Makes decisions and takes action based on established client guidelines.  CALL CENTER EXPERIENCE IS REQUIRED!

 

Major Job Responsibilities - May include one or more of the following, depending on assigned area:

 

1.  Receive and respond to inquiries from consumers and other CMS departments regarding Company’s/manufacturers’ rebates to maximize clients’ satisfaction.

2.  Maintain accurate, current system files and records.

3.  Act as an informational resource for team members, manager, and other Company personnel on rebate related issues.

 

Secondary Duties - May include one or more of the following, depending on assigned area:

 

§ Responsible for providing back-up to representatives on the regular Trade Relations line. 

§ Continuously reviewing areas of responsibility for improvement opportunities.

§ Assists with special projects when assigned.

§ Occasionally performs other duties as assigned.

 

QUALIFICATIONS:

 

Ability To:

 

-  accurately perform alpha/numeric data entry

-  speak in a clear and understandable way as well as write legibly compose professional correspondence and reports

-  professionally handle angry or frustrated consumers to maintain good business relations; handle controversial matters in a diplomatic manner

-  facilitate communications and problem solve

-  analyze transactions, detect and avoid errors

-  maintain detailed, accurate files and records

-  work efficiently and accurately in an atmosphere of frequent interruption

-  adhere to prescribed routines and practices

-  proceed independently and carry out assignments to completion with minimal instruction

-  prioritize and manage multiple tasks requiring extensive follow-up and timely completion of all projects

-  act as a resource to clients, team members and other Company associates regarding department responsibilities and services; use good judgment in recognizing the scope of authority

 

Knowledge Of:

 

-  familiarity with industry practices and procedures as well as general office practices and procedures

-  proper use of the English language; business English composition, spelling, and punctuation

-  proper business protocol

-  knowledge of word processing and spreadsheet software (preferred)

-  detail oriented with analytical aptitude

-  math aptitude

-  courteous, helpful, tactful, initiative, flexible

-  comfortable with confrontation and negotiation

-  cooperative in maintaining working relationships with those contacted in performance of duties

-  reliability, regular attendance at work

-  pleasant "telephone voice"

-  comfortable working under consistent deadline pressure

-  comfortable working in both a team environment and independently

-  flexibility in handling several different demands or tasks with little or no advance notice

 

 

EDUCATION

-  One to two years related work experience.

-  AND a Bachelor's degree or equivalent from a four-year college or university.

-  OR an equivalent combination of training and experience.