Consumer care associate is responsible for providing effective customer service for all consumers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the company. Must have strong written communication, phone contact and active listening skills. 

• Interact with consumers to provide information in response to inquiries about products and services as well as handle and resolve complaints.
• Keep records of consumer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Must be proficient in Microsoft Excel, Access, Outlook and other Office 365 programs.
• Monitors and responds to consumer email, voicemail, website and social media posts. 
• Packs and ships consumer replacements.
• Creates hand-written notes to accompany consumer mailings.
• Assists Sales and Marketing Department with mailings, consumer care phone tree, website maintenance, trade show preparations and other tasks as assigned.
• Provide front desk coverage as needed.
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED) and three to four years of progressive administrative support experience; or equivalent combination of education and experience.

LANGUAGE SKILLS: Ability to read and comprehend instructions, correspondence, and memos. Ability to use excellent grammar and spelling, and adhere to a prescribed tone of voice in all written and verbal communications. Ability to write routine and non-routine reports and correspondence. Ability to effectively present information in one-on-one and group situations.

MATHEMATICAL SKILLS: Ability to calculate figures and amounts.

REASONING ABILITY: Ability to solve practical problems. 

OTHER SKILLS and ABILITIES: Ability to type 50 WPM. Advanced skills with computer and peripheral office equipment. Operates copy machine, fax machine, scanner, telephone, voice mail, and FedEx. Exercises above-average verbal and written communication skills, is highly organized, and pays great attention to detail. Ability to handle multiple projects and maintain a high degree of responsibility and confidentiality at all times. 

PHYSICAL DEMANDS: While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel objects or controls. The employee is occasionally required to stand, walk, reach with hands and arms, and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

The noise level in the work environment is usually quiet to moderate.

The statements on this job description are intended to describe the general nature and level of work being performed by incumbents.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills required by all incumbents.  Incumbents may perform other duties as assigned.  In addition, all Sterling International Inc. employees are expected to:

• Promote teamwork and cooperative effort.
• Help train and give guidance to other Sterling International, Inc. employees.
• Maintain a clean, safe, and unobstructed work area.
• Provide customers with the highest quality of products and service.
• Understand and apply appropriate quality improvement processes.