Customer Care Representative

THIS IS AN IN-OFFICE/HYBIRD ROLE Tuesday, Wednesday, Thursday in our downtown 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 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
Core Values
Raise The Bar
We raise the bar through innovation, intellectual curiosity, and grit. We are not satisfied with yesterday and our hearts thirst to be better tomorrow.
Win As A Team
We manifest wins by putting the team first. We have collaboration and teamwork in our hearts and believe winning together is the most fun.
Care Above All Else
We care above all else. We have servant hearts for our consumers, customers, and colleagues.
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