Specialist, Portal Support

Essential Functions

• Ability to multi-task, prioritize, and manage time effectively to better assist dealers and customers.
• Interact with both internal and external customers.
• Update Portal(s) throughout the day.
• Ensures that our portal customers/dealers are provided with quality customer service at every step of their inquiry.
• Includes working up to 35-40 cases per day while maintaining an accuracy rate of 97% or higher.
• Ensure appropriate actions are taken to resolve customers’ problems and concerns in a timely and accurate manner.
• Keep an accurate and detailed account of customer inquiries and resolutions within each SO and/or case.
• Sure that all processes and procedures are maintained, and a proper resolution has been provided.
• Properly maintains personal case queues within set parameters and closes within the required 24-48 business hours.
• Meet personal/customer service team's daily goals.
• Able to work in a team environment.
• Evaluate customer needs to determine the most effective strategy in meeting their requirements.

Qualifications

• Minimum of one year customer service experience.
• Ability to take ownership of customer complaints, resolve conflicts and manage their expectations.
• Excellent Interpersonal and customer service skills.
• Proficient computer skills with the ability to utilize up to three screens at a time.
• 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

• Fully remote position.
• Major medical, dental, and vision benefits available day one — no waiting period.
• Company-paid life insurance and Employee Assistance Program for all employees.
• 401(k) 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!
• 9 paid holidays + 1 floating holiday, and up to 13 accrued PTO days per year.