Complaint Resolution Liaison

DIVE IN TO A NEW CAREER WITH LESLIE'S:

Leslie's Pool Supplies is the "World's Largest Retailer of Swimming Pool Supplies." With over 1,000+ retail stores in 39 states plus PRO, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie's. With over 60 years of providing best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our Team Members feel valued and are enthusiastic about the contributions they make to the success of Leslie's.

Job Overview:

As a Complaint Resolution Liaison, you will serve as a bridge between the company and its customers, ensuring that complaints and concerns are addressed promptly and effectively. Your primary responsibility will be to investigate customer complaints, coordinate with relevant departments to resolve issues, and communicate resolutions to customers in a timely manner. You will also play a crucial role in identifying recurring issues and recommending strategies for improvement to prevent future complaints.

Responsibilities:

• Receive and Document Complaints: Act as the primary point of contact for customer complaints, whether received via phone, email, or other channels. Document complaints accurately, including relevant details and customer contact information.
• Investigate Complaints: Conduct thorough investigations into each complaint, gathering all necessary information from internal and external sources. Analyze the root causes of complaints to determine appropriate resolutions.
• Coordinate Resolution: Collaborate with relevant departments, such as customer service, product development, or quality assurance, to address customer complaints effectively. Facilitate communication between departments to ensure prompt resolution.
• Communicate with Customers: Keep customers informed throughout the complaint resolution process, providing updates on the status of their complaints and proposed solutions. Ensure that customers receive clear and concise explanations of resolutions.
• Handle Escalations: Address escalated complaints promptly and professionally, working to de-escalate tensions and find satisfactory resolutions for customers.
• Monitor Trends: Identify recurring complaints and patterns, analyzing data to understand underlying issues. Provide feedback to management on trends and recommend proactive measures to address them.
• Maintain Records: Maintain accurate records of all complaints, resolutions, and communications for future reference. Use data to generate reports and insights for management review.
• Provide Training and Support: Offer training and support to internal teams on complaint handling procedures and customer service best practices. Foster a customer-centric culture within the organization.
  
  

Qualifications:

• Bachelor's degree in business administration, communications, or a related field (preferred).
• Proven experience in customer service, complaint handling, or a related role.
• Strong communication and interpersonal skills, with the ability to empathize with customers and diffuse tense situations.
• Excellent problem-solving abilities, with a keen attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in customer relationship management (CRM) software and Microsoft Office Suite.
• Knowledge of relevant industry regulations and compliance standards (preferred).
  
  

Leslie's provides a robust benefits package, including:

• Comprehensive medical, pharmacy, dental, & vision plan options.
• Health savings account (with enrollment in the high deductible health plan option).
• Health & dependent care flexible spending accounts.
• Company-paid basic life and AD&D insurance.
• Voluntary supplemental life insurance.
• Company-paid short-term disability and voluntary long-term disability insurance.
• Pre-tax and Roth 401(k) with company match.
• Paid vacation, sick, and bereavement leave.
• Paid holidays, including a floating personal day.
• Employee assistance and wellness programs.
• Earned Wage access is available, allowing early access to a portion of your earned wages before payday.
• Product discounts at Leslie’s Retail stores.
  
  

Leslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives.