Specialist, Customer Assurance

About the role

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

Responsibilities

• Ensure 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
• Ensure that all processes and procedures are maintained, and a proper resolution has been provided
• Properly maintain personal case queues within set parameters and close 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
• Assist 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

Skills

• Ability to communicate effectively, verbally and in writing
• Ability to establish and maintain effective working relationships with employees and customers
• Ability to follow written and verbal instructions
• 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

Qualifications

• 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

• Major medical, dental, and vision benefits available day one, with 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