Consumer Services Coordinator
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.
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