Customer Portal Support Specialist
2 weeks ago
Are you ready to make a difference at Ubique Group?
Ubique Group stands at the forefront of digital innovation, offering a diverse range of furniture brands that cater to the modern consumer. With over two decades of experience in nurturing brands from the ground up, we pride ourselves on delivering furniture solutions that harmonize aesthetics, functionality, and style. Our approach transforms the conventional shopping experience into an engaging and fulfilling journey for our customers.
At Ubique Group, we foster a vibrant community of dedicated and supportive individuals who are passionate about our mission and each other. We celebrate the unique talents of our employees and leverage our collective strengths to benefit our families and communities.
The Portal Management Team plays a crucial role in managing communications and inquiries for our Customer Portals. This team is dedicated to providing tailored solutions and prioritizing customer needs throughout every interaction.
Key Responsibilities:
- Effectively manage multiple tasks and prioritize to enhance support for dealers and customers.
- Engage with both internal and external stakeholders.
- Regularly update the Portal(s) to ensure accuracy and relevance.
- Deliver exceptional customer service to portal users and dealers at every stage of their inquiries.
- Handle up to 35-40 cases daily while maintaining a high accuracy rate of 97% or above.
- Address customer issues and concerns promptly and accurately.
- Maintain detailed records of customer inquiries and resolutions for each case.
- Adhere to established processes and ensure effective resolutions are provided.
- Manage personal case queues within specified parameters and resolve cases within the required timeframe.
- Achieve daily goals set for personal and customer service team performance.
- Collaborate effectively within a team environment.
- Assess customer needs to determine the most effective strategies for resolution.
Qualifications:
- At least one year of experience in customer service.
- Proven ability to manage customer complaints, resolve conflicts, and set realistic expectations.
- Strong interpersonal and customer service skills.
- Proficient in computer operations, capable of using multiple screens simultaneously.
- Ability to work independently and meet deadlines in a fast-paced, detail-oriented setting.
- Demonstrated integrity and commitment to customer satisfaction.
- Strong analytical and critical thinking abilities.
- Excellent multitasking and organizational skills.
- Outstanding time management capabilities.
Benefits:
We provide a competitive benefits package that includes:
- Immediate access to medical benefits from day one.
- Company-sponsored life insurance and an employee assistance program for all staff.
- 401K plan with company matching contributions.
- Employee discounts on Ubique Group products.
- Engagement activities through our employee-led organization, Ubique Cares, featuring fun events and giveaways.
- Generous paid time off policy (13 days), including one floating holiday.
AAP/EEO Statement:
Ubique Group is an equal opportunity employer, committed to hiring the most qualified individuals for all positions.
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