Lead, Customer Assurance

Customer Assurance Lead

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 the individual capabilities of our employees and the collective power of the team and extend that commitment to our surrounding families and communities.

The Customer Assurance Lead will provide support to the Customer Assurance Supervisor by conducting quality assurance and training with Customer Assurance Specialists and assisting in processing escalated claims.

• Ensures that our customers/dealers are provided with quality customer service at every step of their inquiry
• Provide training to new employees on case processing procedures and creating, building, and executing training plans for low performers
• Provide recommendations to team members on potential next steps or resolutions for outstanding questions or concerns
• Ensures Customer Assurance Specialists properly manage department queues
• Monitor Customer Assurance Team daily metrics and report out for performance management
• Provide first-class communication with customers/dealers by being proactive and professional via provided email and call-based software
• Makes and receives calls to/from customers to provide quick resolutions on escalated issues
• Professionally corresponds with other departments within the company to foster awareness and data-driven resolutions for certain products or issues that arise
• Manages email inbox to ensure all issues are addressed in the timeframe specified by the set parameters
• Assist Manager in gathering critical data on high priority issues and products
• Conduct projects that drive continuous improvement and change throughout the department
• Provide in-depth analysis of claims to ensure all issues are properly reviewed before resolutions are provided to customers/dealers
• Conduct quality assurance audits to ensure proper processes and procedures were followed and the correct resolution was provided
• Assist manager with other tasks and escalated issues
• Be available for in-office meetings

• Leadership and coaching skills
• Ability to communicate with empathy to deal with upset customers/dealers
• Ability to communicate promptly and effectively, verbally and in writing
• Ability to establish and maintain effective working relationships with employees and customers
• Ability to follow written and verbal instruction
• Working knowledge of Office Suite to include:
  Outlook, Word, Excel, and Teams
• Ability to multitask and conduct research
• Proficient keyboarding skills: touch typing preferred
• Time management skills

• High school diploma or equivalent
• Customer Service experience required

• Prolonged periods of sitting and working on a computer
• Must be able to lift 15 pounds at a time

We offer a competitive benefit package that includes:

• Fully remote opportunity
• No waiting period for medical, dental, and vision benefits
  -available on day one
• Company-paid life insurance and employee assistance program for all employees
• 401K with company match
• Employee discount on Ubique Group products
• Employee-led organization Ubique Cares engages in monthly and quarterly employee engagement activities packed with fun and giveaways!
• Free office chair for remote employees
• Ubique Group offers 9 paid holidays and 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.