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JOB REQUIREMENTS: Division Information Spectrum Brands\' Home & Personal Care (HPC) Appliances business participates on a global basis in small electric appliances, shave/groom appliances and beauty appliances. Our well- known brands include George Foreman, Black+Decker, Farberware, Breadman, Juiceman, Russell Hobbs and Remington. Our products appeal to consumer trends for healthy eating, stay-at-home cooking, creating today\'s new hair style and much more. We distinguish our product offerings from the competition by employing forward thinking, innovative technologies matched with a strong understanding of consumer needs to bring to market high quality, superior products that delight the end user.Job Summary The Consumer Services Lead is expected to develop and maintain strong business relationships with both internal and external stakeholders with the focus of delivering a best in class consumer experience. The Consumer Service Lead specializes in consumer escalation management, monitors and drives external call center management performance and works closely with Legal, Quality, Supply Chain and other functional groups as required to respond to consumer concerns. Primary Duties & Responsibilities Leads the oversight of the daily call activity and responses provided by the various third-party call centers. Monitors for quality, provides feedback and training as required and ensures the relevant departmental KPIs are achieved. Handle escalated consumer inquiries and resolve issues in a timely manner. Collaborate with other departments to improve processes and consumer satisfaction. Ensure call centers adhere to company policies, procedures and industry regulations. Responsible for oversight of escalated claims and the closure of all requests. Partners with Quality and New Product Development to review product incident notifications and data gleaned from call center and quality information systems. Maintains oversight of upsell programs, ensuring programs are in place to facilitate add on sales. Operates with urgency and accuracy for any legal requirements or deliverables. Prepare reports regarding claims, status updates and pending tasks. Education and Experience... For full info follow application link. Spectrum Brands is an Equal Opportunity Employer that is committed to Inclusion and Diversity. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Spectrum Brands complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Spectrum welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. Priority may be given to current employees or local candidates. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/177DB844D1DB4A6F Qualified females, minorities, and special disabled veterans and other veterans are encouraged to apply.