Consumer affairs representatives are there for the customers when they need them.
Businesses are usually concerned with maximizing customer satisfaction. However, products released by a company can inevitably develop issues. When these issues occur, companies often have consumer affairs representatives ready to help customers resolve their issues. These representatives hear complaints from consumers and guide them to solutions or experts who can resolve these issues.
Function
Consumer affairs representatives respond to consumer complaints. When consumers give common complaints that are easily resolved, the consumer affairs representative guides the consumer through resolving the issue. They also set consumers up with maintenance workers who can repair damaged consumer products. All of the calls received from the consumer affairs representative must be recorded so that they can be reviewed by upper management. Many consumer affairs representatives participate in the creating of publications released by their company and participate in creating updating the website. These representatives sometimes have to explain to consumers issues regarding the warranty, according to Candidate Care. Many representatives eventually have to create a report that compiles all of the complaints issued by consumers.
Conditions
Consumer affairs representatives are usually found in clean office settings where they communicate with consumers over the phone. However, some representatives work at computers where they answer consumer issues through instant messenger. Those working at computers can be susceptible to eye strain and carpal tunnel syndrome. Some consumer affairs representatives work from home, but companies mostly prefer to not offer these arrangements because they want consumer affairs representatives to be uninterrupted.
Skills
Many consumer affairs representatives need a bachelor’s degree in business or marketing, according to Candidate Care. They are often veteran customer service representatives who have many years of experience. Written and oral communication skills are highly important since these representatives need to explain information to customers that can sometimes be difficult to understand. Interpersonal skills are needed since they are sometimes working with customers who are frustrated and need pleasantness and patience. Analytical and problem solving skills are needed since consumer affairs representatives must be able to understand the problems that their clients are facing and must be able to provide solutions. These representatives often also need good computer skills.
Outlook
Between 2008 and 2018, the expected growth of consumer affairs representatives is 18 percent, according to the Bureau of Labor Statistics. Growth is expected to be the greatest in the insurance and finance industries.
Earnings
The median hourly wages for consumer affairs representatives in 2009 were $14.56. The highest 10 percent earned more than $23.57, while the lowest 10 percent earned less than $9.33.
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