Job Description:
The Consumer Experience Consultant (CEC) plays a critical role in delivering reliable, consistent and remarkable consumer experiences with every interaction, i.e. email, phone and social media. The CEC must understand, react and anticipate the needs of our consumers to deliver a fantastic experience with every interaction. The CEC plays a key role in delivering the consumer experience that exceeds the high expectations of world class brands.
Requirements/Qualifications/Experience of the ideal candidate.
3-5 years of experience in a customer/consumer service related environment.
High ability to communicate effectively and persuasively (both written and oral).
Effective skills in de-escalating emotionally charged interactions to ensure consumers feel heard.
Experience in spirits/beer/wine consumer care management a plus, but food/beverage/cosmetics will be considered.
Experience in customer service for prestige brands is a plus.
Experience working with a CRM system (salesforce.com is preferred but not required).
Experience in social media community management is a plus.
High degree of adaptability to changes in products, features and promotions.
The ideal candidate must have completed (or be working towards) a college degree in business marketing or other relevant field.
Experience in a call center is a plus (but not required).
Direct-to-consumer e-commerce customer service experience is a plus.
Must be passionate about customers and the consumer.
Takes a genuine service approach to educating and supporting our consumers with inquiries and concerns.
Learns quickly and represents dozens of brands seamlessly and accurately.
Has the ability to adapt quickly to change and can work in a fast-paced environment.
Must be a committed team player who cheerfully assists teammates.
Possesses genuine humility and has a high degree of self-responsibility. Owns and seeks to learn from opportunities for self-improvement.
Incorporates your own sense of style and sensibility within our brand structure that leads to authentic and memorable experiences.
Continually strives to improve our brand service and seek opportunities to enhance our interactions with consumers.
Highly disciplined and structured work ethic to successfully perform your role from a distance.
Very reliable and dedicated to your role and the team's mission.
Presents himself every day as a consummate professional.