CONTRACT POSITION

•STARTING

IN OCTOBER

Job Title:

Consumer Relations Representative Location:

Northborough, MA OR El Paso, TX Pay Rate:

$18/hour

Duration:

6+ Month Contract•Potential to Extend or Convert Based on

Business Needs Start Date:

October 5

Schedule:

Massachusetts:

Monday-Friday, 8:30 AM-5:00

PM ET Texas:

Monday-Friday, 6:30 AM-3:00

PM MT Training:

Fully onsite for the first 2-3 weeks

After Training:

Hybrid schedule with Monday and Friday remote and Tuesday-Thursday onsite, based on meeting performance expectations. Employees may work onsite five days per week if preferred. No scheduled weekends or overtime. Position Summary The Consumer Relations Representative is responsible for delivering exceptional customer service and providing accurate, efficient support to consumers. This position handles a high volume of incoming calls and emails regarding consumer products, including general inquiries, troubleshooting, product specifications, availability, warranty replacements, and sales orders. The ideal candidate will have strong customer service and communication skills, be comfortable troubleshooting products over the phone, and be able to work efficiently across multiple computer systems and screens. Key Responsibilities Handle and manage incoming consumer calls and inquiries. Troubleshoot consumer products over the phone. Assist with products utilizing Bluetooth, app, and Wi-Fi connectivity. Respond to consumer emails and provide timely follow-up as needed. Accurately document consumer interactions within the CRM system. Process general inquiries, warranty replacements, sales orders, availability questions, and product specification requests. Escalate consumer concerns appropriately when necessary. Protect and properly manage personally identifiable information. Identify consumer needs and opportunities while providing professional and empathetic service. Meet established departmental KPIs and performance expectations. Listen to and implement coaching and feedback. Navigate multiple computer systems and screens while assisting consumers. Maintain consistent attendance, reliability, and engagement. Qualifications High School Diploma or equivalent required. 1-2 years of call center experience preferred. Candidates without call center experience may be considered with strong customer-facing, phone support, or customer service experience. Experience with Bluetooth, app, and Wi-Fi-connected devices preferred. Strong verbal and written communication skills. Strong problem-solving and critical-thinking abilities. Ability to understand and follow written and verbal instructions. Working knowledge of Microsoft Office applications, including Word, Excel, PowerPoint, and Project. Comfortable learning and working within CRM and customer service platforms. Ability to multitask in a fast-paced, high-volume environment. Strong computer skills and ability to work across multiple screens. Dependable, punctual, and reliable. Call Volume & Performance Expectations Approximately 40-50 calls per day. Average handle time of approximately 7.5 minutes. Performance measured through established KPIs, including adherence and call quality. Call quality goal of approximately 85%. Net Promoter Score (NPS) goal of approximately 70%. Quality, reliability, engagement, and willingness to learn are important measures of success. Candidates must be available for the full training period. Time off cannot be accommodated during training. #CNX100

Pay:

$18.00 per hour

Work Location:

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