Consumer Relations Representative

The Consumer Relations Representative I is responsible for responding to consumer inquiries, complaints, and concerns primarily via email and customer service platforms including HubSpot and Zendesk. This role requires maintaining expert-level knowledge of KONG’s products and delivering high-quality, brand-aligned service while adhering to department expectations and performance standards.

Essential Duties and Responsibilities

• Respond to and resolve consumer claims and tickets promptly and professionally using KONG’s brand voice.
• Manage personal workload for claims/inquiries through HubSpot and Zendesk, particularly during high-volume peak seasons.
• Meet department expectations for ticket volume, accuracy, and response times.
• Attend weekly one-on-one meetings with supervisor, monthly team meetings and performance reviews on a regular basis.
• Cross-train across different claim categories to support shifting team needs.
• Exhibit critical thinking and independent problem-solving using internal resources and product knowledge.
• Maintain professionalism under pressure in a high-paced environment.

Job Requirements

• Bachelor’s degree from an accredited university.
• Minimum 2 years of experience in resolving claims, with a focus on written correspondence. Occasional phone support may be required.
• Strong written and verbal communication skills.
• High proficiency with CRM systems (e.g., HubSpot, Zendesk).
• Competence with Microsoft Office suite and video conferencing tools (e.g., Zoom, Microsoft Teams).
• Ability to remain calm and professional in high-stress, high-volume situations.

Work Conditions & Requirements

• Must have a reliable internet connection and a dedicated remote workspace.
• Company will provide a laptop. Additional equipment (e.g., monitor, desk) is the employee’s responsibility.
• External calls and internal meetings must not be conducted on public Wi-Fi.
• Ability to focus for extended periods while working at a computer.
• Manual dexterity required for typing and computer use.
• Vision requirements include close vision and ability to adjust focus.

This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.Compensation

• From $21 per hour

Work Location

• Remote - USA
• Monday through Friday, 8:00am-5:00pm (Mountain Time)

Benefits

• Health, Dental and Vision Insurance with low-cost premiums
• Access to voluntary benefits
• Employer paid short-term/long term disability and life insurance
• 401k with employer matching
• 12 Paid Holidays
• Personal Leave Accrual
• Pet Insurance, Tuition reimbursement, dog toys, and more!