Description:
The receptionist position responds to consumer comments, complaints, questions, and concerns by phone, Outlook emails and through our internal HubSpot ticketing system. In addition to being the front-line company position, this position also directs all incoming company-wide call traffic. This position is part of the Consumer Relations team.
Essential Duties/Responsibilities
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Oversee the front desk, including acting as a receptionist and assisting with company logistics for internal meetings and events.
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Answer all incoming phone calls and direct to appropriate employee
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Review and respond to high volume of Outlook emails, claims/tickets, and phone calls on a busy daily basis
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Engage directly with customers who contact us for a variety of topics ranging from helping them find that perfect chew toy, being a good listener and resolving a product issue and problem-solving when something doesn’t go as planned
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Interact with some level of challenging consumer interaction by phone
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Research and independently problem-solve to determine appropriate solutions for customers in a fast paced and self-directed environment, think proactively, and set follow-ups as needed to ensure contact resolution
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Receive all incoming Consumer Relations correspondence that comes in through US Mail and process through HubSpot ticketing system
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Work closely with other members of Consumer Relations team members and attend a monthly Consumer Relations team meeting
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Responsible for preparing and submitting monthly Marketing Expense Report
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Maintain inventory in supply closet
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Direct delivered packages in vestibule to appropriate employee
Requirements:
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2 years’ experience in Customer service and/or applicable experience
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Excellent written and verbal communication skills
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Strong interpersonal skills
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Proficiency in using computers
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Ability to work independently, prioritize multiple tasks and quickly learn new skills
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Ability to stay cool and calm under pressure in a fast-paced environment
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Strong technical skills, including Microsoft Office and office video communication platforms such as ZOOM, Microsoft Teams
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Experience with a customer service ticketing platform a plus
This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.
Compensation
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From $18 per hour
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Quarterly profit sharing
Work Location
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KONG Headquarters - Golden, Colorado
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Onsite Monday through Friday
Benefits
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Health, Dental and Vision Insurance with low-cost premiums
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Access to voluntary benefits
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Employer paid short-term/long term disability and life insurance
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401k with employer matching
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12 Paid Holidays
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Personal Leave Accrual
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Pet Insurance, Tuition reimbursement, dog toys, and more!