Specialist Consumer Care- NPD Hypercare

Summary

The role of the Consumer Care New Product Development specialist is responsible for supporting the CS Leadership team by helping to manage specific NPD products with consumers relating to products or services, handling problem casess by de-escalating consumers, solve consumer problems, improve overall customer service, giving white glove handling of tickets, and maintain company integrity and profitability. 

Essential Duties and Responsibilities include the following, other duties may be assigned

• White glove above and beyond Customer Experience related to NPD from beginning to solving the case.
• Contacting consumers to discuss and listen about new product, issues/concerns, compliments.

• Be a SME of all new products and excel at T/S to get consumers back up and grilling.
• Following up with consumers to ensure their new grill/accessory/assembly is complete or satisfied.

• Participate in routine NPD Specialist trainings/meetings with NPD team and Leadership team.

• Handle consumer NPD escalated or more involved tickets from Consumer Care reps.

• Provides helpful feedback and coaching suggestions for all agents to NPD Supervisor

• Suggest updates to procedures and processes for NPD Supervisor

Attendance/Punctuality

Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

• Judgment-Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

• Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

• Professionalism-Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
•  Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Analytical Skills – Collects critical data, analyzes results and makes decisions based on findings for continuous improvement.  Utilizes this data to coach and develop team to a higher level of performance.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Qualifications to perform this job successfully an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Excellent verbal and written communication skills.
• Attention to detail.
• Self-Starter
• Time Management/Ability to Pivot
• Proven experience as call center agent
• Strong leadership and organizational skills.

• Ability to perform under pressure while working in a fast-paced environment.

• Tech savvy with knowledge of telephone equipment and relevant computer programs with a results-oriented attitude.
• Decision making skills.
• Ability to meet deadlines provided.
• Must be flexible with hours, working weekends and holidays (Hours of Operation: Monday-Sunday 7am-8pm CST).

Education and/or Experience

High School diploma; or related experience and/or training or equivalent combination of education and experience.  Leadership experience required.                                                                                           

Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.