Consumer Care Operations Coordinator

Overview

We are seeking a motivated and detail-oriented Consumer Care Operations Coordinator to join our team. This role is critical in ensuring smooth operations across various consumer care functions and contact channels, including, but not limited to, analyzing consumer feedback, resolving escalations, supporting process improvements, and leveraging AI and automation tools to enhance the overall consumer and agent experience while driving operational efficiency.

Responsibilities

• Resolve common and escalated cases, collaborating with cross-functional teams to resolve complex issues across all communication channels (phone, email, chat, and social media, etc.)
• Review and respond to consumer claims and address third-party complaints (e.g., BBB, Attorney General) for compliance and resolution
• Provide expert guidance on products, pricing, and availability while addressing consumer inquiries
• Review consumer feedback and satisfaction surveys to identify trends and improvement opportunities
• Support process improvement and cost reduction initiatives by recommending enhancements consumer care workflows, improving business processes, and resolving inefficiencies
• Monitor key performance metrics and generate reports to track trends, measure effectiveness, and support data-driven decision-making for continuous improvement
• Contribute to knowledge base content, agent training, and operational enhancements to improve service delivery
• Process return authorization process, ensuring efficient processing
• Handle and process postal mail from consumers, ensuring timely responses and resolution
• Perform additional tasks as needed to support the overall goals of the consumer care team
  
  

Qualifications

REQUIRED CORE COMPETENCIES

• Functional/Technical Expertise
• Global Business Acumen
• Self-Management
• Learning Versatility
• Delivers Results
• Continuous Improvement
  
  

Required Experience/Education

• Degree minimum: Bachelor’s degree in business administration or a related field (or equivalent experience).
• Experience level: 1 years of experience in customer service, operations coordination, or a similar role.
  
  

Skills Required

• Proven experience in escalation handling.
• Familiarity with CRM systems and fraud detection tools.
• Strong analytical skills with the ability to interpret data and translate it into actionable improvements.
• Proficiency in AI and automation tools is a plus.