Responsibilities:

• Create a systematic, process-driven approach to customer outreach and relationship management
• Identify and source opportunities through inbound lead follow-up and outbound engagement
• Deliver a great experience to our customers while engaging – you will represent our brand and be our customers’ liaison internally
• Coordinate with the product, other commercial and operations teams to optimally deliver to customers
• Interpret, build upon, and comply with company quality assurance standards
• Carefully maintain and monitor complaint, call center and ticketing processing through records and tracking systems, including root cause and corrective actions
• Document quality assurance activities with internal reporting and audits
• Develop new standards for customer issues management, with improvements as needed, and create testing protocols for implementation across all teams
• Pursue continuing education on new solutions, technology, and skills to ensure company-wide compliance
• Analyze and investigate Traction product complaints or reported quality issues to ensure closure in accordance with company guidelines and external regulatory requirements
• Develop or update company complaint and inspection procedures to ensure capture and investigation, as well as proper documentation of complaints
• Monitor, maintain and analyze problem logs to identify and report recurring issues to management and product development teams

Requirements:

• 2+ years experience in issue resolution or call center experience
• BSc in relevant field
• Ability to multitask efficiently and handle competing priorities at once
• Strong written and verbal communications skills, presentation and facilitation skills
• Proficient in: Microsoft Office Suite including Excel, PowerPoint, Project, and Word
• Strong decision making and problem solving skills.