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
Oversee the front desk, including acting as a receptionist and assisting with company logistics for internal meetings and events.
Answer all incoming phone calls and direct to appropriate employee
Review and respond to high volume of Outlook emails, claims/tickets, and phone calls on a busy daily basis
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
Interact with some level of challenging consumer interaction by phone
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
Receive all incoming Consumer Relations correspondence that comes in through US Mail and process through HubSpot ticketing system
Work closely with other members of Consumer Relations team members and attend a monthly Consumer Relations team meeting
Responsible for preparing and submitting monthly Marketing Expense Report
Maintain inventory in supply closet
Direct delivered packages in vestibule to appropriate employee
Job Requirements:
HS Diploma
2 years' experience in Customer service and/or applicable experience
Excellent written and verbal communication skills
Strong interpersonal skills
Proficiency in using computers
Ability to work independently, prioritize multiple tasks and quickly learn new skills
Ability to stay cool and calm under pressure in a fast-paced environment
Strong technical skills, including Microsoft Office and office video communication platforms such as ZOOM, Microsoft Teams
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
From $18 per hour
Quarterly profit sharing
Work Location
KONG Headquarters - Golden, Colorado
Onsite Monday through Friday
Benefits
Health, Dental and Vision Insurance with low-cost premiums
Access to voluntary benefits
Employer paid short-term/long term disability and life insurance
401k with employer matching
12 Paid Holidays
Personal Leave Accrual
Pet Insurance, Tuition reimbursement, dog toys, and more!