Specialist, Customer Assurance

Position Summary

The Customer Assurance Specialist will provide excellent customer service to our customers and dealers by resolving high priority damages, defects, warehouse errors, carrier issues that arise after the freight has left our distribution centers.

Responsibilities/Expectations

• Ensures that our customers/dealers are provided with quality customer service at every step of their inquiry
• Effectively and efficiently handle product claims within Salesforce CRM to ensure that the customer receives the appropriate resolution
• Ensures that all processes and procedures are maintained, and a proper resolution has been provided
• Properly maintains personal case queues within set parameters and closes claims within the required time frame
• Provide first class communication with customers/dealers by being proactive and professional via provided email and call-based software
• Professionally correspond with other departments within the company to foster awareness and data driven resolutions for certain products or issues that arise
• Manage email inbox to ensure all issues are addressed in a timely manner
• Aid in gathering critical data on high priority issues and products
• Provide in depth analysis of claims to ensure all issues are properly reviewed before resolutions are provided to customers/dealers

Required Skills/Abilities

• Ability to communicate effectively, verbally and in writing
• Ability to establish and maintain effective working relationships with employees and customers
• Experience using Salesforce or other CRM platforms to manage customer interactions, cases, and order-related inquiries preferred
• Working knowledge of Office Suite to include: Outlook, Word, Excel, and Teams
• Ability to multitask and conduct research
• Proficient keyboarding skills
• Time management skills

Education and Experience

• High school diploma or equivalent
• Customer Service experience preferred

Physical Requirements

• Prolonged periods of sitting and working on a computer
• Must be able to lift 15 pounds at a time

Benefits Section

• We offer a competitive benefit package that includes:
• Major medical, dental, and vision benefits available day one no waiting period
• Company-paid life insurance and employee assistance program for all employees
• 401K with company match
• Employee discount on Ubique Group products
• Free office chair for remote employees
• Employee-led organization Ubique Cares engages in monthly and quarterly employee engagement activities packed with fun and giveaways!
• Ubique Group offers 9 paid holidays plus 1 floating holiday per year and up to 13 Accrued PTO days per year

Company Information

• We are an equal-opportunity employer