Consumer Relations Specialist II

Spectrum Brands - Blacksburg, VA (30+ days ago)3.6


Spectrum Brands – Pet, Home & Garden, based in St. Louis, Missouri, is a leading supplier of well-recognized consumer products globally for the pet supply markets, and nationally for the home, lawn and garden insect and weed control markets. The company delivers innovative products of outstanding quality for the pet owners of dogs, cats, birds, small animals, fish and reptiles. The company also delivers groundbreaking products of exceptional value and top-notch quality, so consumers benefit from insect and weed control solutions. The Home & Garden brands — Spectracide®, Garden Safe®, Hot Shot®, Cutter®, Repel®, Black Flag® and Liquid Fence® — and the Pet Brands — Tetra®, Instant Ocean®, Marineland®, 8-in-1®, Dingo®, FURminator®, Nature’s Miracle®, GloFish®, DreamBone® and SmartBones® — are well-recognized by consumers for delivering exceptional value and trusted results.

Job Summary
The Consumer Relations (CR) Specialist II – Aquatics will consult with consumers on the technical aspects of Spectrum Brands -Pet portfolio of aquatic products including Tetra, Marineland, AquaTech, Instant Ocean, Jungle, Perfecto Aquariums, and GloFish products with regards to their use and application in the pet keeping hobby.

The CR Specialist II will handle the first escalation of more complex calls/emails that are beyond the ability of the CR Specialist I and serve as back up for the Consumer Relations Supervisor when s/he is unavailable.

Primary Duties & Responsibilities
(60%) Handle more complex calls by quickly interpreting consumer support issues relating to water chemistry and animal biology, then give the appropriate solution for the problem using product information and one’s own scientific background knowledge
(15%) Oversee warranty claims and order processing to ensure prompt consumer service related to the escalated issues
(10%) Act as aquatics knowledge expert to provide rapid answers for advanced questions from any CR Specialist I while they are engaged with consumer and be prepared to take over the call in necessary
(10%) Handle multifaceted issues from website and email requiring a greater comprehension of the science underpinning our products to arrive at a solution
(3%) Prepare daily report for all cases that need further attention from Consumer Relations Management
(2%) Stand-in for extended hours reps when they are on leave (may require some weekend hours)

Education and Experience Profile
Bachelor’s degree in biology, chemistry, animal science or related area
Minimum 1 year of experience interacting with the general public in a sales or service capacity
Experience in technical Q&A for products, preferably in a retail setting or help support hotline desired
Required Skills
Excellent interpersonal and communication skills, both written and oral
Ability to deal with challenging consumer interactions in a professional and respectful manner and resolve the issue
Ability to work independently and be a self-starter within a team setting
Demonstrated ability to lead people and manage results with others
Ability to handle a variety of tasks and situations in a calm and effective manner
Attention to detail and ability to learn technical aspects of products quickly
Excellent organizational skills

Work Environment

Working conditions are normal for an office environment.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.