Specialist, E-Tail Operations

Ubique Group; Canton (GA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Major medical, dental & vision

Employee Discount

401(k) with match

On-demand pay

13 Paid PTO days + holidays

Floating holiday

Community & family support

Job summary

Ubique Group is seeking a Specialist, E-Tail Operations to handle communications and cases in our customer portals, delivering personalized solutions and prioritizing customer needs at each step.

The right candidate will manage up to 35–40 cases daily with high accuracy, collaborate with internal and external customers, and maintain thorough records to ensure timely resolutions across all portals and channels.

Qualifications

• 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 utilize up to three screens at one time.
• Ability to work independently and meet deadlines in a fast-paced, detail-oriented environment.
• Strong integrity and commitment to customer satisfaction.
• Analytical and critical thinking skills.
• Multitasking and organizational skills.
• Excellent time-management skills.

Responsibilities

• Handle communications and cases for Customer Portals.
• Provide solutions to fit individualized situations and prioritize customer needs.
• Multitask, prioritize, and manage time to assist dealers and customers.
• Interact with internal and external customers.
• Update Portal(s) throughout the day.
• Maintain quality service at every step of inquiries.
• Close 24–48 hour case timelines with accurate resolutions.
• Maintain detailed records of inquiries and resolutions.

Skills

Customer service

Multitasking

Interpersonal skills

Analytical thinking

Time management

Attention to detail

Independent work

Job description

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 Specialist, E-Tail Operations is responsible for handling communications and cases for our Customer Portals. They also provide solutions to fit individualized situations and prioritize the customer’s needs at each step of the process.

Essential Functions:

• Ability to multitask, prioritize, and manage time effectively to better assist dealers and customers.
• Interact with both internal and external customers.
• Update Portal (s) throughout the day.
• Ensure that our portal customers/dealers are provided with quality customer service at every step of their inquiry.
• Includes working up to 35-40 cases per day while maintaining an accuracy rate of 97% or higher.
• 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 SO and/or case.
• 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 within the required 24-48 business hours.
• Meets 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 one year of customer service experience.
• Ability to take ownership of customer complaints, resolve conflicts, and manage their expectations.
• Excellent Interpersonal and customer service skills.
• Proficient computer skills with the 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:

• Major medical, dental, and vision coverage available with no waiting period
• Free Employee Assistance Program
• 401K with match
• Employee discount-Receive Ubique Group products at company cost
• On-demand pay option available
• Ubique Group offers 9 paid holidays per year plus 1 floating holiday and up to 13 Accrued PTO days per year.

AAP/EEO Statement

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