The Claims Specialist will play a key role within our Customer Experience Department, providing top notch after purchase care. Whether it’s helping with a simple troubleshooting question, solving a complex issue, or turning feedback into action…. The Claims Specialist, like all members of our Customer Experience Team, knows our clients inside and out, and does everything necessary to ensure a consistently positive experience.
This position will be responsible for handling mid-to-high level customer support issues, primarily troubleshooting, diagnosing and processing claims. This role also provides the opportunity to collaborate on work flows and optimize processes. If you’re looking for a role where you’ll be heard, and you have the ability to affect change - you’ve found it! Since we are a startup and rapidly growing, there is great potential to promote within the department and the company!
Expertly and efficiently troubleshoot and address customer service inquiries regarding product issues and malfunctions, primarily via email and occasionally on the telephone - within 24 hours.
Process RMAs, damages and defects, and prepare shipping of replacement parts to customers.
Data entry and management of RMAs, damages and defects.
File shipping damage claims with our insurance carrier.
Schedule pick ups of returned or damaged items through Fedex, and inform the customer of next steps.
Diagnose issues, and provide troubleshooting to customers experiencing issues with their desks.
Convert frustrated customers into raving fans.
Keep a detailed log of all reported claims, replacements sent, claims filed, etc.
Suggest processes and procedures to enhance workflow.
Keep a detailed log of current and projected workloads to determine when additional support is needed.
A little more about you
Minimum of 2 years experience in customer service and a knack for resolving customer issues.
Obsessively organized, detailed-oriented, and sincerely empathetic - you always remain calm under pressure.
Creative problem solver with strong analytical skills and a passion for customer service.
Comfortable and confident putting furniture together.
Have an aptitude for breaking down a complex process and simplifying into “easy to follow” steps for the customer, as you’ll be talking customers through the assembly and troubleshooting process.
Type 50+ wpm, adept with MS Office, especially Excel. Familiarity with Desk.com, Google Apps, and Smartsheet is a plus.
Compelling writer who crafts grammatically impeccable emails, oh and you’re just as articulate on the phone.
Self-sufficient and self motivated.
“Zero inbox” master who is able to share your methods with the rest of the team.
Bachelor's Degree from an accredited university. (preferred)
Please submit your updated resume and cover letter here: http://grnh.se/o3i80j