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Careers Consumer Engagement Specialist

Why we're hiring

The short answer? We're looking to keep a good thing going. An independently owned full-service marketing agency, Pinckney Hugo Group has grown consistently over the past 20 or so years.

We've created bigger and better work, added to our capabilities and expanded to serve a wider range of regional, national and international clients. It's all happened because we've been able to bring in incredibly talented and dedicated people to help build something special. And because we don't plan on slowing down anytime soon, we're posting career opportunities like this one.


Consumer Engagement Specialist

Public Relations Department

Description

Ready to get paid for your people skills? PHG has a unique opportunity for you to make a career out of connecting with consumers. We’re seeking a Consumer Engagement Specialist to work on a major consumer packaged goods client and its family of brands. If you’re interested, start by engaging with us.

As a Consumer Engagement Specialist, you’ll play a frontline role in fostering brand loyalty by answering incoming customer phone calls and emails. Each day, you’ll capture product feedback, communicate commitment to brand quality and address product questions and, concerns with the help of an approved guide. This position works closely alongside our Social Media Team to help ensure consistent consumer engagement and satisfaction across all consumer touchpoints and communication platforms.

As the Consumer Engagement Specialist, you will:

  • Put the customer first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to customers in order to meet their short-term and long-term needs, requirements and exceed their expectations
  • Treat customers with courtesy, consideration and tact, and have the ability to perceive the needs of customers and communicate effectively with the objective of delighting and retaining the customer

Experience Required

  • Bachelors degree
  • 1-3 years of relevant consumer engagement or customer service experience

Responsibilities

  • Handle inbound and outbound customer inquiries via desktop phone software application and email
  • Manage and track inbound inquiries with follow-up/resolution, provide updates to internal team
  • Resolve customer complaints, flag and escalate issues to the appropriate external client contact, research as required to troubleshoot inquiries with internal and external client team
  • Work closely with internal team to stay up to date on client news, happenings and known issues that may impact consumers
  • Assist with monthly reporting to client quality assurance team of tracked quality issues
  • Assist with reporting to client leadership team of call/email volume, types of inquiries, trending quality issues and suggestions to proactively address
  • Assist with monthly reporting to internal team of consumer suggestions and requests for the family of products to help inform product innovation
  • Manage software application for inbound / outbound calls, serve as point of contact and put tickets in for support when questions relating to changes in phone menu, call logs arise

Skills/Qualifications

  • Strong interpersonal communication skills and enthusiastic attitude to ensure excellent customer relations
  • Strategic thinker and creative problem solver
  • Strong attention to detail and accuracy
  • Experienced in using GSuite applications, Microsoft Office (Outlook, Excel)
  • Knowledge of Nextiva phone system a plus

WHY PHG?

For starters, you'll have the chance to work on some of the biggest brands and most exciting projects in the world — all from right here in Upstate New York, and in some cases, from the comfort of your home.

We should also probably mention… If you're looking for an easy job, this isn't the place for you. You'll be asked to work smarter and harder and faster than you have before.

You'll be challenged, but you'll never be on your own. What we offer takes a full team. And we're just that — a team. A group of complementary talents that, when unleashed together, can do anything we set our minds to.


OUR HIRING PHILOSOPHY

At Pinckney Hugo Group, we believe that diversity improves our agency and helps us to better serve our clients by offering different views, perspectives and experiences. We are committed to creating a diverse environment and team, and aspire to better reflect the brands and people we serve. We strongly encourage people of color, members of the LGBTQAI+ community, people with disabilities and other underrepresented groups to apply to join our team. No matter who you are, you'll find opportunity here. We'll empower you to work on amazing brands with incredible teams, all while giving you the space you need to make this time whatever you want it to be. Apply today and explore all the ways you can grow with us. You'll be glad you did — and we will too.

We'd like to know more about you and why you're interested in PHG. Please be sure to include a cover letter with your resume submission.

Apply

    Note: Coverletter, resume and portfolio examples can be uploaded as a single PDF.