Specialist, Portal - REMOTE

Overview

Are you the next Ubique Group Employee? Ubique Group is a digital-forward, consumer-driven company with an expansive portfolio of furniture brands. With over 20 years of experience building brands from inception to success, we offer a wide assortment of furniture solutions that balance form, function, and style. We create an inspired consumer journey beyond the typical point-and-click shopping experience. Ubique Group is a community of passionate, hard-working, and supportive people who believe in our business and each other, and we extend that commitment to surrounding families and communities.

About the Role: The Portal Management Team handles communications and cases for our Customer Portals. They provide solutions to fit individualized situations and prioritize the customer’s needs at each step of the process.

• Ability to multi-task, prioritize, and manage time effectively to assist dealers and customers.
• Interact with internal and external customers.
• Update Portal(s) throughout the day.
• Provide quality customer service to portal customers/dealers at every step of their inquiry.
• Handle daily cases with a 24-48 hour case age target and maintain an accuracy rate of 97% or higher; each agent averages 60-80 cases per day.
• Maintain and manage orders with shipments, issues or backorders, cancellations, and other relevant tasks.
• Take timely and accurate actions to resolve customers’ problems and concerns.
• Keep accurate and detailed records of customer inquiries and resolutions within each case.
• Maintain processes and ensure proper resolution is provided.
• Maintain personal case queues within set parameters and close within 24-48 business hours.
• Meet personal and customer service team daily goals.
• Work effectively in a team environment.
• Evaluate customer needs to determine the most effective strategy to meet their requirements.

• Minimum of one year of customer service experience.
• Ability to take ownership of customer complaints, resolve conflicts, and manage expectations.
• Excellent interpersonal and customer service skills.
• Proficient computer skills with the ability to use up to three screens simultaneously.
• Ability to work independently and meet deadlines in a fast-paced, detail-oriented environment.
• High integrity and commitment to customer satisfaction.
• Analytical and critical thinking skills.
• Multitasking and organizational skills.
• Excellent time-management skills.

• Position is fully remote
• Major medical, dental, and vision benefits available day one with no waiting period
• Company-paid life insurance and employee assistance program
• 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 activities with events 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.