Job Details

Customer Assurance Specialist

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 perfectly balance form, function, and style. At Ubique Group, our fingers aren't just on the pulse of the marketplace; we anticipate it, transforming the typical point-and-click shopping experience into an inspired, rewarding consumer journey.

Ubique Group is more than a company; we are a community of passionate, hard-working, and supportive people who believe in our business and each other. We champion our employees' individual capabilities and the team's collective power, and we extend that commitment to our surrounding families and communities.

Position Summary: 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/Expectations:

• 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

Required Skills/Abilities:

• 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

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 benefits package that includes:

• 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.

Ubique Group is an equal-opportunity employer. We seek to employ the most qualified individuals for all our roles.