Customer Service Representative - ConsumerAffairs

* This a hybrid role on our Tulsa office *

ConsumerAffairs helps consumers make smart buying decisions in moments of need. Every month millions of consumers turn to our site and tools for help with their considered (often emotional) purchases.

We educate them about their options, learn about their specific needs, and connect hundreds of thousands of them directly to brands. These brands use our SaaS tools to manage their reviews and communicate directly with consumers to serve them better. Our business thrives when the consumers who trust us get matched with the right brands for them.

We’re fast-paced and our core values are the bedrock of who we are and who we want to be.

Our employees believe in raising the bar through data-driven innovation, intellectual curiosity, and grit. We have a team-first mentality, and manifest wins by putting the team first. Collaboration and teamwork are in our hearts; we believe winning together is the most fun. But, above all else, we care. We have servant hearts for our consumers, customers, and colleagues. If you want to be part of a globally diverse team focussing on helping people, in an environment where we raise the bar, win as a team, and care above all else—then ConsumerAffairs may be just the place for you!

About The Job

The Consumer Advocate (Customer Service Representative) conducts phone review collection from customers of the ConsumerAffairs Accredited brands. The Consumer Advocate candidate has a high level of energy and the ability to communicate effectively over the phone.

Responsibilities & Expectations

Conduct quality phone reviews

• Responsible for maintaining a high level of professionalism and establish a positive rapport with every consumer
• Meet minimum word count for published reviews
• Meet required metric for dials and reviews

Monthly/Weekly expectations

• Prepare Calling report on assigned days
• Update Review Center Dashboard on assigned week
• Complete Monthly Recording highlights for auditing and performance management

Maintain reporting

• Ensure accurate daily reporting for transcription & moderation
• Correct/update needed contact information to ensure timely transcription/moderation

Requirements

Minimum Qualifications & Credentials

• High school diploma

Hard Skills

• Strong phone/verbal communication
• Ability to multitask - Active listening while updating record
• Basic Google Drive applications

Soft Skills

• Customer focus and adaptability to different personality types
• Ability to perform repetitive work on a daily basis
• Obsessed with ensuring an exceptional customer experience - for both internal and external customers
• Stands up for decisions, takes responsibility for results, and shares both good and bad outcomes transparently
• Demonstrates a relentless focus on results with a commitment to deliver
• Takes decisive action, and confidently changes course if unsuccessful
• Displays a growth mindset to continually improve; encourages everyone around them to be tenacious and never settle
• Constantly seeks feedback to improve; Focuses on solving issues through teamwork, and collaboration
• Acts with urgency; delivers top results in hours and days instead of weeks and months
• Relentless in their pursuit of success and possessing the willpower to embrace challenges as opportunities

Specific Measures of Success – Expected Outcomes

Start Date to Start Date +1 Year

Review Metric

• Maintain or exceed 385 reviews per month

Word Count Metric

• Maintain or exceed monthly word count average of 150

Quality Audits

• Maintain an 85% average on call audits

Script Errors

• No more than 1 script error per month, starting on your 91st day with Review Center

Core Values

Raise the Bar

• We are ambitious and try to find a better way
• We make decisions based on data and logic
• We do the hard things and the things that matter
  

We Win as One Team

• Team goals are more important that individual goals
• We are humble and do what it takes to get the job done
• We are open, transparent and honest with each other
• We are reliable and hold ourselves accountable and each other accountable, but we always pick up the slack
  

We Care

• We see the whole picture and go the extra mile
• We are loyal and dedicated to our consumer and brands
• We fix root causes, not symptoms

Physical Requirements & Environmental Conditions

Location: Tulsa

Frequency of travel: Occasional travel may be required for meetings, training and/or conferences.

Light physical activities and efforts required in working within an office environment.

(Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with disabilities.)

ConsumerAffairs provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Free Food & Snacks
• Stock Option Plan