Resolutions Specialist - Vancouver, Canada - NewAge Products Inc

NewAge Products Inc

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Headquartered in North York, ON, with employees in Canada, the US, China and India, NewAge is an industry-leading manufacturer and distributor of premium home improvement solutions.

Our products are sold through major online retailers such as Lowes, The Home Depot, Costco, Amazon, and Wayfair as well as our own e-commerce site.

But what makes us unique is that we provide a truly cohesive customer experience, from free expert assistance designing and planning new spaces to delivery and professional installation.

Our collaborative, inclusive team atmosphere nurtures personal growth, career advancement and job satisfaction, as evidenced by our certification as a Great Place to Work in Canada and our 4.4 out of 5 rating on Glassdoor.

With tremendous pride, we continue to receive a growing number of industry accolades including over 75 unique product patents, awards for our team of expert designers, prominent ranking on the Profit 500 list of Canada's fastest growing companies, and the naming of our founders to the Top 40 under 40 in Canada by BNN Bloomberg.

As our journey to becoming the preferred choice for premium home improvement solutions continues, we're adding ambitious, driven, passionate members to our team who are inspired to be their best and ready to make a difference.

Responsibilities:

Expertly, thoroughly, and completely own and handle inquiries from customers and retailers of a complex / escalated nature
Investigate order concerns and find resolutions that balance the needs of the business and the customer by leveraging both standard and outside the box strategies
Review negative customer experiences from Tier 1 and explore / recommend alternative resolutions to facilitate a positive experience; complete follow up communication with the customer and restore brand trust
Review and discuss VIP cases in partnership with leadership; ensure details are communicated clearly, attempted resolutions to date are identified, customer demands are captured, and suggested actions are laid out in an easy to evaluate format to reduce any delay in response
Maintain and manage related tracking to build data for reporting and future project support
Assist escalated customers with their inquiries using nonscripted responses to ensure they are receiving a genuine experience with NewAge Products
Negotiate and authorize returns, credits or replacement orders while keeping the customer informed of any changes or updates
Ensure detailed feedback is reaching the applicable department or stakeholder in Cross-Functional Teams to help drive improvement to upstream processes
Meet predefined metrics such as case SLAs, average interactions per day, productivity, and various quality measures on a day to day, week by week, and monthly basis
Responsible for learning, in detail, about the company products and using this knowledge to support customers with shopping, assembly/installation, troubleshooting, etc.
Tracking all written appeals, waivers, case notes and other related documentation and resolution occur within corporate guidelines
Show initiative by suggesting, compiling, and developing new processes and scripts to streamline the Resolutions Team and overall, Customer Success Department

Qualifications:

Must have at least 5 years of customer service experience in a Contact Centre environment
Must have at least 3 years of escalated case handling experience in a Contact Centre environment
Ability to selfmanage assigned customer caseload and ensure all inquiries are handled according to NewAge Products processes and SLAs
Exceptional communication and customer service skills, strong business acumen, positive demeanour, adaptive mindset, and ability to problemsolve independently
Excellent time management, organization, and prioritization skills with strong attention to detail
Ability to negotiate and display confidence when navigating escalated customer concerns while remaining calm and professional
Able to provide solutions for difficult customer scenarios, selfdriven, sense of urgency, ability to work quickly in a time sensitive, customer serviceoriented environment

NewAge Offers:

Benefits package
An opportunity within a growing, fastpaced company, well established in its industry
Fun We celebrate successes, and hold special events to build strong teams.
Our teams work under a remotefirst Hybrid model, with the ease of having our North York office accessible for collaboration and/or quiet workspace.

How to Apply:

Headquartered in North York, Ontario, with employees in the US, China and India, NewAge is committed to being a
trusted brand in the home improvement industry by offering unique products, exceptional value and a best-in-class customer experience.

As a company, our core values are to
simplify the complex,
respect the dignity of all people, operate with
integrity and openness, recognize our
responsibility to the team a