About this role
About the Role
Mattel is looking for a Consumer Services Coordinator to support the Mattel lines of business at the Fisher-Price East Aurora location. Role will handle consumer contact escalations for Mattel and other product lines, ensuring internal teams and third-party support adhere to established metrics when handling consumer issues.
What You'll Do
- Respond to Tier 1 agent escalated contacts from our third party. Work with the consumer to resolve the contact in a timely fashion based on service guidelines.
- Respond to Tier 1 agent inquiries. Ensure agents have knowledge needed to respond appropriately to consumers.
- Respond to worldwide safety related contacts, including those on social media.
- Work with QA team to review quality of Tier 1 consumer calls and provide feedback to agents as needed.
- Ensure orders are processed in a timely manner and follow up with consumers as needed on issues.
- What We're Looking For
- Associate’s degree in business or related field.
- Experience in customer support role, Call Center experience is preferred.
- Strong attention to detail and able to identify trends.
- Must be able to work independently and take initiative to do what is needed to achieve quality performance goals.
- Strong written and verbal communication skills.
- Strong PC proficiency to include Microsoft Office Word, PowerPoint, Excel, Salesforce (asset).
- Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
- Compensation & Benefits
- Salary range: USD 20 - 24 hourly. The pay range is indicative of projected hiring range, however base pay will be determined based on a candidate’s work location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.