The Brand Representative is a brand expert who works closely with the Client to develop and implement strategic brand-related content and initiatives within the Consumer Relations Team. In addition to Client interaction, this position also works with their Team Leader, Analysts, Training Team, Consumer Care and Fulfillment Teams, to assess Consumer Relations brand-related needs. The Brand Representative interacts with Consumers via phone, email, chat, text, letter, social media, rating & review sites, and video, develops and implements strategies, manages content in the Client knowledge base system, and analyzes consumer contact data to identify trends, insights, and unique opportunities to foster brand loyalty. The Brand Representative will also act as resource to the frontline agents by supporting rep questions, escalations, and may lead brand training and internal team meetings. Essential Duties & Responsibility ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Build rapport and loyalty with consumers through exceptional verbal and written interactions. Be compassionate and skillful in ensuring consumer’s needs and expectations are met and exceeded Properly identify and handle consumer-reported adverse events, product complaints, and consumer questions and comments received via telephone, email, or other channels Follow up on product information requests with appropriate internal and/or external individuals Develop, implement, and maintain strategies for specified brand(s) based on consumer data insights Manage product updates and communicate updates to Client CCC team Maintain brand training documentation to ensure content is current Assist in the development and delivery of brand-related training programs Assists in the creation of documents such as Job Aides, Information Alerts, or Work Instructions (WI) Monitor status of implemented training solutions and provide feedback as necessaryWork closely with Client to faciliate the update and maintenance of content, including knowledge base and templates Identify opportunities for continuous process and knowledge base content improvement for specified brand(s) Analyze consumer contact data to identify trends and actionable brand insights Follows applicable Standard Operating Procedures (SOP) and Work Instructions (WI) Works closely with Operations Team to identify process improvement opportunities and recommend solutions Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position LEADERSHIP RESPONSIBILITIES This job has no supervisory responsibilities. Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development and application of Six Sigma methodologies. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Strong consumer advocate Affinity for brand marketing Exceptional business communication skills, both written and verbal Proven ability to design, develop, implement and assess training curriculum and delivery for effectiveness Ability to present to small and large groups of varying levels among team members and client Proven experience with varied technology systems including reporting and monitoring data TECHNOLOGY SKILL BASE This position requires a solid working knowledge of computer technology that includes intermediate to advanced skill in: Windows, PowerPoint, Word and Excel, along with Client and Alta designated software. Individuals in this position must possess the ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources. LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from multiple audiences. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. QualificationsEDUCATION and/or EXPERIENCE A High school diploma or equivalent (GED, HSED) is required; Bachelor's or Associate's degree is preferred; two or more years consumer service experience required or equal experience in related field.Work EnvironmentAlta Resources is an equal employment opportunity employer. Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.