Consumer Relations Specialist

The Pet Care business unit of Spectrum Brands is based in St. Louis, Missouri with distribution, manufacturing and sales offices throughout the US and globe. Owners of dogs, cats, birds, small animals, fish and reptiles rely on our brands for exceptional value and trusted results. Our industry-leading brands include Tetra, Instant Ocean, Marineland, 8-in-1, Dingo, FURminator, Nature's Miracle, GloFish, DreamBone and SmartBones.

As a Consumer Care Representative for Spectrum Brands Pet Care portfolio, you will engage with consumers, addressing their questions, concerns, and complaints regarding our pet products. This role may also involve providing more in-depth technical consultations on product use and application. You will be expected to quickly learn and retain knowledge of a diverse range of pet products to effectively assist our customers.

• Manage routine inquiries and complaints about pet products through phone, email, and mail, ensuring each interaction is handled in a calm, professional, and courteous manner. As the face of the company, you will uphold our brand's reputation by offering exceptional customer service.
• Enter consumer complaints into our claims database using proper coding for QA analysis. Process warranty fulfillment orders accurately, following training guidelines.
• Help consumers place orders for pet products available on our Spectrum Brands branded eCommerce websites, ensuring a smooth and efficient experience.
• Collaborate with supervisors to assess the validity of warranty claims, working closely with QA teams. Complete all necessary paperwork, process claims, issue refunds or replacements, and maintain ongoing communication with consumers to ensure their satisfaction.
• Assist with miscellaneous tasks such as maintaining data for general inquiries or requests that do not need to be entered into the claims database.

• High school diploma or equivalent required, prefer candidates with an associate degree or higher.
• 1+ years of relevant experience or a combination of education and experience.
• Previous frontline customer service or call center experience is preferred.
• Experience with pet care or handling animals is a plus.

• Excellent verbal and written communication skills are essential.
• Computer skills, including familiarity with claims databases or similar software.
• Experience in caring for fish, birds, small animals, dogs, or cats (especially in veterinary, grooming, or similar settings) is desirable.
• Ability to troubleshoot and resolve issues across a diverse range of consumer concerns and product inquiries.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

5% potential for travel.

Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.

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