Claims Concierge Agent

7 months ago

Vancouver, Canada Rove Concepts Full time

Rove Concepts is a high-end, online mid-century modern furniture business with a head office located in Vancouver, BC. For over 13+ years, we have built trust with customers through delivering quality products and outstanding service to doorsteps throughout North America. With a strong online presence and a commitment to timeless design, we strive to create inspiring spaces for our customers. Our growth has led us to occupy three showrooms across North America, and now expanding into Melrose, New York, San Diego, and San Francisco. We continue to expand our showroom spaces to provide exceptional customer experiences.

Rove Concepts is currently seeking a claims concierge agent to join our growing team. In this critical front
- line role, you will be responsible for ensuring all claims and issues are resolved in a timely manner. You will also be responsible for providing general support for our customers, including addressing claim store policies, shipping lead time for replacement orders & product knowledge.
We are looking for confident & enthusiastic individuals with strong problem solving skills, able to use initiative along with the ability to quickly identify issues and think creatively to find solutions.

**Please note - You must be legally permitted to work in Canada as this is an in office position at our location in Mount Pleasant
- Vancouver**

**WHAT YOU’LL DO**
- Claim Resolution: As a claims agent, your primary responsibility will be to handle customer claims and issues efficiently and effectively. This includes investigating the nature of the claims, verifying relevant information, and finding appropriate solutions to resolve customer concerns.
- Timely Response: You will be expected to respond to customer claims and inquiries promptly, ensuring that all communications are handled in a timely manner. This may involve managing a queue of claims and prioritizing urgent cases.
- General Customer Support: In addition to handling claims, you will provide general support to customers who may have questions or concerns related to products, policies, or other inquiries.
- Able to use own initiative when reviewing a resolution for a claim, ability to identify which resolution is required
- replacement, repair or refund.
- Product Knowledge: As a claims agent, you will need to develop a comprehensive understanding of the company's products, features, and specifications. This knowledge will enable you to assist customers more effectively and provide accurate information.
- Documentation and Record Keeping: You will be required to maintain detailed and accurate records of customer interactions, claims, and resolutions. This information may be used for tracking trends and improving customer service processes.
- Collaborating with Other Departments: Claims agents often need to work closely with various internal teams, such as customer service, logistics, and product development, to ensure smooth claim resolution and customer satisfaction.
- Conflict Resolution: Occasionally, you may encounter difficult situations or conflicts with customers. Part of your role will involve employing de-escalation techniques and problem-solving skills to reach amicable resolutions.

**WHAT YOU'LL NEED**
- Strong Communication Skills: Excellent verbal and written communication skills are essential to effectively handle customer claims and inquiries. You must be able to convey information clearly and professionally.
- Customer Service Experience: Prior experience in a customer service role will be beneficial in understanding customer needs, providing support, and managing their expectations.
- Problem-Solving Abilities: As a claims agent, you should possess strong problem-solving skills to assess claim situations, identify root causes, and find appropriate resolutions.
- Attention to Detail: Paying close attention to details is crucial for verifying information, recording interactions accurately, and ensuring claim resolution accuracy.
- Product Knowledge: Developing a deep understanding of the company's products and services will enable you to address customer concerns effectively and provide accurate information.
- Time Management: Efficiently managing your workload and responding to claims and inquiries promptly is essential in meeting customer expectations and maintaining service levels.
- Empathy and Patience: Demonstrating empathy and patience when dealing with customers, especially in challenging situations, can enhance customer satisfaction and improve conflict resolution outcomes.
- Collaborative Team Player: Working with various internal teams requires a collaborative approach, effective communication, and a willingness to cooperate towards common goals.
- Adaptability: The ability to adapt to changing circumstances and handle different types of claims and customer interactions is valuable in this dynamic role.
- Conflict Management Skills: Having the ability to handle conflicts with tact and diplomacy, employing de-

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