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Specialist, Marketplace Support - REMOTE
Are you the next Ubique Group Employee? Come be a part of our dynamic team!
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. 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 extend that commitment to our surrounding families and communities.
About the Role:
The Marketplace Support Specialist is responsible for handling communications and cases for our B2B and B2C Marketplaces. They also provide solutions to fit individualized situations and prioritize the customers’ needs at each step of the process.
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 the Marketplace Portals throughout the day.
- Ensures that our B2B and B2C Marketplace’s are provided with quality customer service at every step of their inquiry.
- Includes working cases per day while maintaining a case age of 24-48 hrs while maintaining an accuracy rate of 97% or higher. Each agent averages 60-80 cases worked per day.
- Maintain and manage orders with shipment, modifications for issues or backorders, cancelations, and any other relevant tasks.
- Ensure appropriate actions are taken 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 order and/or case.
- Ensures 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 daily goals.
- Able to work in a team environment.
- Evaluate customer needs to determine the strategy most effective in meeting their requirements.
Qualifications:
- Minimum of 1-2 years customer service experience.
- Experience meeting or exceeding Departmental KPIs, including case age parameters and quality assurance benchmarks, in a fast-paced digital support environment.
- Ability to take ownership of customer complaints, resolve conflicts and manage their expectations.
- Proven ability to manage high-volume case queues (60+ daily) while maintaining strict adherence to 24-48 hour resolution SLAs.
- Excellent Interpersonal and customer service skills.
- Proficient computer skills with ability to utilize up to three screens at one 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:
- Position is fully remote
We offer a competitive benefit package that includes:
- Major medical, dental, and vision benefits available day one 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 and desk for remote employees
- Employee-led organization Ubique Cares engages in monthly and quarterly employee engagement activities packed with fun and giveaways!
- Ubique 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.
