Representative, Customer Relations

Conn s History

Job Description

Conn s is a 130-year old consumer goods retailer with over $1 billion in revenue and over 4,500 employees. The company, headquartered in The Woodlands, TX, is publicly-traded (NASDAQ:CONN) and operates more than 130 retail locations in thirteen states. The Company s products and services offered through its retail sales outlets, distribution and service facilities include furniture and mattresses, home appliances, consumer electronics, home office equipment, repair service agreements, credit insurance, home delivery, product repair service and consumer credit.

Position Summary

The Customer Relations Specialist is responsible for handling escalated customer inquiries, comments and complaints. The Customer Relations Specialist plays a key role in understanding Conn s customer concern/needs, researching and investigating customer reports, and bringing such matters to resolution.

Responsibilities

The Customer Relations Specialist s responsibilities include:

• Provides exceptional customer service to Conn s customers
• Develops strong and trusted relationships with customers by listening and understanding escalated concerns, demonstrating empathy and focusing on timely and accurate communications to bring escalated matters to resolution
• Researches customer concerns and takes appropriate action to resolve the matter while balancing superior service with fiscal responsibility
• Maintains and updates customer account records and business reports
• Communicates and escalates customer feedback to other teams as appropriate, including IT and Marketing departments, to improve the overall customer experience
• Maintains a working knowledge of company policies, procedures and processes to navigate and respond to escalated customer concerns
• Makes recommendations to improve the customer experience
• Updates training manuals and develops training materials for handling specific customer-related matters
• Other duties as assigned.

Qualifications

• High School Diploma or GED is required. Associate degree or higher preferred.
• 2+ years of relevant work experience required.
• Demonstrated experience working with customers to understand needs and deescalate situations required
• Basic computer experience, with the ability to use systems to navigate and research electronic records required.
• Experience in Microsoft Office suite, with basic to intermediate Excel skills required.
• Demonstrated problem solving skills, with the ability to understand a problem, research and identify an appropriate resolution.
• Attention to detail, with demonstrated ability to track and maintain data, identify gaps and research and report findings.
• Strong communication skills (written and oral) with the ability to interact with customers in verbal and written form and deescalate sensitive situations.
• Ability to work a full-time schedule, with flexibility to work overtime as needed.

Conn s is PROUD to be an equal opportunity employer.