About the job
As a Customer Relations Specialist at renuity, your role will be integral in enhancing our customer experience program. You will support various administrative and operational tasks, including the Better Business Bureau processes, customer feedback management, and addressing consumer affairs concerns. This position is crucial in ensuring timely and accurate responses to customer inquiries and complaints. You will collaborate closely with our legal team and different divisions to resolve customer issues efficiently. The ideal candidate will possess prior experience in customer service and dispute resolution, along with strong de-escalation skills.
Key Responsibilities:
- Manage daily operations of the Customer Experience Program, ensuring prompt and effective issue resolution.
- Handle and respond to Better Business Bureau (BBB) complaints, maintaining professionalism and adhering to timelines.
- Coordinate with customer feedback vendors (Guild Quality and BBB) to ensure seamless operations and compliance with established processes.
- Act as the main point of contact for consumer affairs, collaborating with internal teams to address and resolve escalated customer issues.
- Analyze customer feedback channels (reviews, surveys, complaints) to identify trends and suggest process enhancements.
- Document customer interactions, complaint resolutions, and case outcomes accurately within our internal systems.
- Monitor and report on critical customer experience metrics, such as resolution times and satisfaction trends.
- Ensure adherence to company policies and regulatory guidelines related to consumer affairs.
- Provide support to cross-functional teams (Operations, Sales, Legal, Call Center, Marketing) in resolving complex customer situations.
- Develop and update response templates and communication standards to maintain brand consistency.

