Voice of Customer Administrator
Job Details
Atterro and Samsung Electronics are hiring for an exciting contract role as a VOC Administrator located at their Ridgefield Park, NJ location!
This is a long term temporary role working onsite at Samsung, which offers competitive compensation, benefits & PTO.
Division: Customer Care
Title: VOC Administrator
Purpose of Position:
1. VOC AG (Attorney General Office)/BBB (Better Business Bureau) Admin coordinates and assigns all corporate complaints received on a daily.
2. Manages and Responds to AG/BBB Complaints.
3. Manages various reporting for VOC management review.
Duties & Responsibilities:
1. Assign all consumer complaints received through multiple sources and channels to escalation management team (EMT) by creating files within internal G-CIC system.
2. Ensure all consumer complaints are addressed and follow up on by EMT.
3. Manage all BBB and AG consumer complaints.
4. Draft and submit appropriate responses to BBB complaints.
5. Provide administrative work supporting the Office of the President letters and other escalated VOC related work.
6. Analysis, assignment, and follow up on reported issues.
7. Evaluate highly escalated consumer complaints received by the CEO, top executives and create case study analysis for management review.
8. Maintain Root Cause Analysis, Claim Issue and CASC reporting.
9. Coordinate Small Claims Complaints to ensure that they are assigned to EMT, follow up on, and resolved
10. If not resolved, schedule an RSM (Regional service Manager, department within Samsung Care division) to attend Small Claims to defend on Samsung’s behalf or inform Legal if outside counsel is needed.
11. Support Legal Department with composing AG responses to consumer issues.
12. Support Legal Department with AG arbitration hearings.
13. Support Legal Department with gathering information of consumer history for filed class actions, legal demand letters or other relevant legal matters.
Qualifications:
• College degree preferred but not required.
• 1+ years’ experience in customer service
• Analytical skills with problem solving abilities
• Microsoft Excel and Power Point skills
• Strong verbal and written communication skills
This is a long term temporary role working onsite at Samsung, which offers competitive compensation, benefits & PTO.
Division: Customer Care
Title: VOC Administrator
Purpose of Position:
1. VOC AG (Attorney General Office)/BBB (Better Business Bureau) Admin coordinates and assigns all corporate complaints received on a daily.
2. Manages and Responds to AG/BBB Complaints.
3. Manages various reporting for VOC management review.
Duties & Responsibilities:
1. Assign all consumer complaints received through multiple sources and channels to escalation management team (EMT) by creating files within internal G-CIC system.
2. Ensure all consumer complaints are addressed and follow up on by EMT.
3. Manage all BBB and AG consumer complaints.
4. Draft and submit appropriate responses to BBB complaints.
5. Provide administrative work supporting the Office of the President letters and other escalated VOC related work.
6. Analysis, assignment, and follow up on reported issues.
7. Evaluate highly escalated consumer complaints received by the CEO, top executives and create case study analysis for management review.
8. Maintain Root Cause Analysis, Claim Issue and CASC reporting.
9. Coordinate Small Claims Complaints to ensure that they are assigned to EMT, follow up on, and resolved
10. If not resolved, schedule an RSM (Regional service Manager, department within Samsung Care division) to attend Small Claims to defend on Samsung’s behalf or inform Legal if outside counsel is needed.
11. Support Legal Department with composing AG responses to consumer issues.
12. Support Legal Department with AG arbitration hearings.
13. Support Legal Department with gathering information of consumer history for filed class actions, legal demand letters or other relevant legal matters.
Qualifications:
• College degree preferred but not required.
• 1+ years’ experience in customer service
• Analytical skills with problem solving abilities
• Microsoft Excel and Power Point skills
• Strong verbal and written communication skills
Company
Administrative & Light Industrial
As in any job, the key to success is knowing what your strengths are and then finding the opportunity to use them. Pro Staff allows you to utilize and develop your skills through exciting projects and temporary assignments with great companies in your area. And, because we take care of all the work involved in finding the right opportunities, you can be free to let your talent shine.
Company info
- Location
-
Minnesota
US
You need to sign in or create an account to save a job.
Get job alerts
Create a job alert and receive personalized job recommendations straight to your inbox.
Create alert