Specialist, Customer Assurance

About Our Client

The organization operates in the consumer furniture industry with a digital-first approach and an extensive portfolio of furniture brands. It focuses on delivering a balanced combination of form, function, and style in its products. With over 20 years of experience in building brands from inception to success, the organization aims to transform the conventional online shopping experience into a more engaging and rewarding journey.

About the Opportunity

The Specialist, Customer Assurance is responsible for delivering high-quality customer service by resolving critical issues such as damages, defects, warehouse errors, and carrier problems after products have left distribution centers. This role ensures timely and effective resolution of customer and dealer concerns, contributing to overall customer satisfaction and operational accuracy.

Responsibilities

• Provide quality customer service throughout the inquiry process
• Manage product claims using Salesforce CRM to deliver appropriate resolutions
• Maintain adherence to processes and ensure proper claim resolution
• Manage personal case queues and close claims within required timeframes
• Communicate proactively and professionally with customers and dealers via email and call software
• Collaborate with internal departments to address product issues and develop data-driven solutions
• Monitor and manage email inbox to address all issues promptly
• Gather critical data on high priority issues and products
• Analyze claims thoroughly before providing resolutions

Requirements

• Effective verbal and written communication skills
• Ability to build and maintain strong working relationships with employees and customers
• Ability to follow written and verbal instructions
• Preferred experience with Salesforce or similar CRM platforms
• Proficiency in Microsoft Office Suite including Outlook, Word, Excel, and Teams
• Ability to multitask and conduct research
• Proficient keyboarding skills
• Strong time management capabilities
• High school diploma or equivalent
• Customer service experience preferred
• Ability to sit for prolonged periods and lift up to 15 pounds

Pay Range and Compensation Package

The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Benefits & Perks

• Major medical, dental, and vision benefits available from day one with no waiting period
• Company-paid life insurance and employee assistance program
• 401K plan with company match
• Employee discount on organizational products
• Paid holidays and accrued paid time off
• Employee engagement activities led by an employee organization

Equal Opportunity Statement

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.