Consumer Response Specialist

Position DetailsTitle: Consumer Response Specialist Department: Customer Engagement Reports to: Manager, Escalation and Outreach Location: Dearborn, MI Job Classification: Remote FLSA Status: Exempt Job Band: Professional Job Summary The primary objective of this position is to ensure proper representation across multiple social media platforms. This includes monitoring and responding to consumer’s questions, complaints, comments, or praise within established time frames. As a representative of our brand, the Consumer Response Specialist will actively engage in relevant conversations, gently promoting our products and services while offering support to existing and potential customers. This role works closely with our peers in the marketing social media team. Additionally, the position involves managing various internal inboxes, such as those for offboarding, warranties, consumer deletion requests, and counterfeit issues. Inspired by Hard Work At Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission—We serve and protect all hardworking people by building durable products—we remain dedicated to upholding these principles in every decision we make and every product we create. Associate Responsibilities

• Monitor all social channels and actively engage with followers as needed. Engage in relevant conversations on behalf of the brand, tactfully promoting our product by offering support to both current and potential customers via direct message.
• Work closely with Carhartt Social team to ensure alignment and updated strategy around any new trends.
• Track overall themes trending on social and assist with report creation to share with leadership as needed.
• Assist with crisis management, bad reviews, and negative news communication.
• Respond to emails for warranty regarding Black Diamond Footwear.
• Offboarding of former employee data.
• Investigate, respond, and forward any counterfeit inquiries to brand protection as needed.
• Run point on Department CCPA practices. Initiate internal process regarding deletion of their requested information for CCPA (Consumer California Protection Act) and follow through to completion.

Required Education

• Bachelor’s degree required. Equivalent work experience may be considered in lieu of a degree.

Required Skills & Experience

• Minimum of 2 years of relevant work experience.
• Excellent written and verbal communication skills.
• Proficient in several social media platforms, including Facebook, Instagram, etc.
• Creative and possessing strong critical thinking skills.
• Ability to deal with demanding situations while keeping the company and customer in a position of high integrity.
• A deep desire to be curious, innovative, and always learning more.
• Proactive, self-starter, autonomous, and tenacity in finding solutions to problems.
• Outstanding organizational skills with demonstrated ability to prioritize workload and attention to detail.
• Must be available to work flexible hours to support call center volume.
• Experience with call center tools, such as SAP and Sprout Social preferred.

Physical Requirements And Working Conditions

• Extended periods of time sitting, standing, typing on a computer is required.
• Willing to work evenings and weekends if necessary.
• This position has a Remote location: Associate will have no regular requirement to be on-site. Travel on-site is limited to special events.
• Carhartt is a tobacco free workplace.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law. All associates are required to understand and act in accordance with the Carhartt Core Values. Carhartt reserves the right to change, modify, suspend, interpret or cancel in whole or in any part, the job duties outlined above at any time and without advance notice to the employee.