Specialist, E-Tail Operations

Ubique Group is a digital‑forward, consumer‑driven powerhouse featuring an expansive portfolio of furniture brands. With over 20 years of building multiple brands from inception to success, Ubique Group offers a wide assortment of furniture solutions and furnishings that represent a perfect balance of form, function, and style. The company champions its employees’ individual capabilities and the team’s collective power, extending that commitment to surrounding families and communities.

About the Role

The Specialist, E‑Tail Operations is responsible for handling communications and cases for our Customer Portals. They also provide solutions to fit individualized situations and prioritize the customer’s needs at each step of the process.

Responsibilities

• Ability to multitask, prioritize, and manage time effectively to better assist dealers and customers.
• Interact with both internal and external customers.
• Update portal(s) throughout the day.
• Ensure portal customers/dealers receive quality customer service at every step of their inquiry.
• Handle up to 35‑40 cases per day while maintaining an accuracy rate of 97 % or higher.
• Take appropriate actions to resolve customers’ problems and concerns in a timely yet accurate manner.
• Keep an accurate and detailed account of customer inquiries and resolutions within each SO and/or case.
• Maintain all processes and procedures, ensuring a proper resolution is provided.
• Maintain personal case queues within set parameters and close cases within the required 24‑48 business hours.
• Meet personal and customer service team daily goals.
• Work effectively in a team environment.
• Evaluate customer needs to determine the most effective strategy for meeting their requirements.

Qualifications

• Minimum of one year of customer service experience.
• Ability to take ownership of customer complaints, resolve conflicts, and manage expectations.
• Excellent interpersonal and customer service skills.
• Proficient computer skills with the ability to utilize up to three screens simultaneously.
• Ability to work independently and meet deadlines in a fast‑paced, detail‑oriented environment.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Analytical and critical thinking skills.
• Multitasking and organizational skills.
• Excellent time‑management skills.

Benefits

• Major medical, dental, and vision coverage available with no waiting period.
• Free Employee Assistance Program.
• 401K with match.
• Employee discount – receive Ubique Group products at company cost.
• On‑demand pay option available.
• 9 paid holidays per year plus 1 floating holiday.
• Up to 13 accrued PTO days per year.