Consumer Information Support Representative

Founded over 35 years ago, First Quality is a family‑owned company that has grown from a small business in McElhattan, Pennsylvania into a group of companies employing more than 5,000 team members across the United States and Canada. The company produces high‑quality personal care and household products for large retailers and healthcare organizations.

We are seeking a Consumer Information Support Representative to work remotely for First Quality Enterprises. The role will handle consumer and distributor inquiries via phone, email, letters, or social media, determine the nature of the contact, provide appropriate responses, and enter data into the consumer information database. The candidate must handle difficult or sensitive issues with consumers while maintaining quality standards.

• Responds accurately, promptly, and effectively to consumer calls, emails, online reviews, and letters, and quickly resolves difficulties with angry and frustrated consumers in a polite manner.
• Makes quick decisions about the legitimacy of concerns and involves CIRG Supervisor or Manager where needed.
• Effectively communicates with consumers by composing accurate, prompt, and effective replies to consumer letters, phone calls, electronic mail, and social media platforms.
• Monitors consumer contacts to ensure action on possible product liability or product tampering incidents, appraises situations that could result in legal action or media involvement, and handles or refers to CIRG Supervisor or Manager on a case‑by‑case basis.
• Performs data input in a highly accurate and timely fashion on all consumer contacts according to the customer information database system parameters.
• Participates with the Quality Action Team by analyzing consumer trends and concerns for a particular product line and disseminating this information to Marketing, QA, Manufacturing and Product Development personnel through monthly reports and presentations.
• Creates and disseminates reports to Manufacturing, Marketing, QA, and Product Development personnel, tracking consumer concerns by date of manufacture or as per departmental request using Excel.
• Responsible for daily tasks of mailing consumer letters, replying to account concerns, processing and tracking samples, and any other duties assigned by Supervisor or Manager.
• Participates in various functions to improve performance, enhance skills, and build departmental expertise.
• Additional duties as assigned.

• Associate degree preferred with coursework in data processing / analysis and/or 2 or more years of related work experience.
• Experience in dealing with the general public through an 800‑line, retail, or any other customer/social service venue.
• Demonstrated effective and diplomatic oral and written communication skills; strong interpersonal, analytical, and organizational skills.
• Ability to speak with consumers about the usage of all First Quality Products.
• Comfortable working in an 800 line/computer/data entry (keyboarding) environment.
• Typing speed of at least 40 WPM.
• Ability to handle delicate and/or potentially explosive conversations with consumers regarding product failure or medical emergencies.
• Proficiency in reading, writing, and speaking English.
• Ability to maintain multiple projects simultaneously.
• Fluency with Microsoft Office programs.

• Competitive base salary and bonus opportunities
• Paid time off (three‑week minimum)
• Medical, dental and vision starting day one
• 401(k) with employer match
• Paid parental leave
• Child and family care assistance (dependent care FSA with employer match up to $2,500)
• Bundle of joy benefit (year's worth of free diapers to all team members with a new baby)
• Tuition assistance
• Wellness program with savings of up to $4,000 per year on insurance premiums
• Additional benefits and programs tailored to employee needs.

First Quality is committed to protecting information under the care of First Quality Enterprises in line with leading industry standards and applicable regulations. At least annual training regarding data privacy and security is provided to employees who contact sensitive data as part of their role.

First Quality is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identification, or protected Veteran status.