About us
Dorel Juvenile provides people the invaluable opportunity to make a difference. To work on leading brands together with talented people across the globe, and to keep growing both personally and professionally. Take the next step in your career and join our quest to improve the parenting journey for millions of families around the world.Your mission
The Consumer Care Specialist delivers a great Consumer experience on every contact (across many channels), complies with processes, gathers and provides appropriate information, supports sales of parts and products, and strives to meet individual, contact center and corporate goals.Key responsibilities
• Professionally and courteously assist DJG consumers that contact the Consumer Care Department through a variety of channels, including voice, chat, text/SMS, email, and more. Handle tasks such as parts order status or expiration date information. Assist consumers with product technical questions, product assembly, and installation issues across a wide range of brands and products. Place orders for replacement product or parts under warranty, outside of warranty and through sales.
• Achieve individual performance goals, including quality, first contact resolution, attendance, schedule adherence, and voice of the consumer. Also seek to achieve efficiency in contact handling.
• Follow up on activities as appropriate, including outbound contacts.
• Embrace and support initiatives intended to improve the consumer experience and the relationship to Dorel Juvenile, including consultative sales and special offers.
• Engage with Team Leads, Supervisors, or other departments as appropriate to fully respond to consumer needs.
• Other special assignments as requested, such as attend training sessions/CPST certification class, backup recall lines, attend product meetings.
• Other duties as assigned.Your profile
Education, Licenses, and/or Certification Requirements:
• High school diploma or equivalent required.
• Associates degree or higher preferred.
Experience and Skills:
• Previous call center experience in a non-scripted environment.
• Excellent keyboarding skills and comfortable with a variety of computer applications. Working knowledge of Microsoft Office is also required.
• Actively listen and communicate with the consumer while entering consumer data into the Customer Relationship Management (CRM) system.
• Must be flexible with the ability to work independently and meet goals and deadlines. • Strong technical, troubleshooting, diagnostic, and problem-solving skills are required. • Must be able to work in a fast-paced, highly demanding environment, with the patience and empathy to calm or diffuse angry or frustrated consumers.
• The position requires strong organizational skills and the ability to multi-task and respond to consumer demands with a professional and courteous attitude and resolve issues to the benefit of both Dorel Juvenile Group and the consumer.
• Must be able to work in a team environment. Accurate, thorough and detail oriented. Must be willing to seek information and make decisions.
• Must confidently represent DJG to our consumers as the “Voice of Dorel” to build and retain consumer relationships.Are you ready to grow with us?
Dorel Juvenile is the world's leading juvenile products company. Our well-known products and strong brands Cosco, Max-Cosi, Quinny and Tiny Love are complemented by regional brands and are available in more than 100 countries. We are proud to work with 7,000 highly driven professionals in 25 different countries. All of our talented employees share the same mission: to Care for Precious Life. We help families live carefree lives by providing them with juvenile products with the highest safety and comfort standards. Our frontrunner mentality matches our position as a global market leader. Being first means we forge our own path; we explore new ways to enhance our brands. We are continuously reinforcing our leading position and believe that team spirit, personal drive, and accountability can make a real difference in achieving sustainable growth. A vital element of our daily operations is the strong connection we maintain with our consumers. We engage with them wherever they are, so they will always benefit from our products and services, even in ways they did not expect.
