Consumer Engagement Specialist

About 24-7 Intouch

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - 

About the Job

We’re changing the way people think about customer care, and we need your help! 

We’re looking for a Consumer Engagement Specialist who will be knowledgeable in all aspects of consumer engagement. The Consumer Engagement Department interacts with consumers through various contact channels, capturing key insights to share with our key stakeholders. The ideal candidate will understand the business needs of our partner and interface with the contact center to achieve desired outcomes.

As Consumer Engagement Specialist, You Will…

  • Deliver consumer insights in a format that is clear, concise, audience appropriate and actionable
  • Deliver weekly and monthly executive reports to stakeholders with current trends and performance
  • Help improve products, packaging and promotions through the integration of Voice of the Consumer (VOC)
  • Identify and implement value-add reports for stakeholders to provide further consumer insights
  • Review high-risk case files, assess areas of risk and identify appropriate individuals within the organization
  • Review data integrity reports to ensure information is accurate and the database is dependable
  • Identify opportunities to improve reporting efficiencies and implement changes
  • Ensure optimal contact center performance, effectively enabling knowledge transfer and skills development
  • Facilitate consumer experience and manage risk with brands on social media
  • Draft consumer communication to manage escalations and inquiries across all channels
  • Develop and update training curriculum to enable the best consumer experience and achieve first contact resolution 
  • Create and maintain social media assets/accounts through social media monitoring tools
  • Assist in related tasks as needed including issue management, communications development and promotional launches 

As Consumer Engagement Specialist, You Have…

  • High school diploma or equivalent (required)
  • Some post-secondary education or completion of a post-secondary degree (asset)
  • Experience in a food or consumer packaged goods environment (asset)
  • Bilingualism in  English and French (asset)
  • Experience with statistical modeling and analysis
  • Experience in digital customer service (asset) 
  • Proficient with MS Office Suite, including MS Excel, PowerPoint, Publisher, etc.
  • Strong analytical skills and attention to detail 
  • Ability to learn new software quickly
  • Strong organizational and planning abilities
  • Practical business sense and a drive for continuous improvement 
  • Ability to work in a fast-paced, and dynamic work environment
  • Ability to organize and follow-up on multiple tasks with accuracy and timeliness
  • Ability to use statistical techniques to prepare reports and explain them in a clear manner
  • Excellent interpersonal, verbal and written communication skills
  • Ability to collaborate with colleagues to deliver on shared accountabilities and work both independently and in a group

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