Claims & Resolutions Specialist
1 month ago
**OVERVIEW**:
Founded in 2019 by four design and retail experts, Sundays is an online-first furniture company offering a thoughtfully designed, curated collection that’s made for real life. We’re a young company with big plans so we’re looking for talented and driven individuals to grow with us
The mission of the Customer Care team is to provide exceptional service and support to our customers, delivering a responsive, seamless experience from start to finish. Reporting to the Customer Care Manager, the Resolutions Specialist, Customer Care, is responsible for ensuring customer claims are resolved efficiently, effectively, and with the highest level of service. As a specialist, additional responsibilities will include cross-training in department roles for support as-needed, and supporting in department process documentation and projects.
We take pride in our Customer Care Team providing exceptional customer service to help expand our brand. Our team members are experts at turning customer concerns into opportunities, solving problems, and ensuring we deliver the kind of customer service people rave about.
You are organized, detail-oriented, authentic and passionate about customer care.
**DUTIES & RESPONSIBILITIES**:
**DAY-TO-DAY (80%)**
- Provide exceptional customer service through resolving claims related to logistics, product and/or warranty
- Understand the Sundays product assortment
- Ensure all Customer Care Product Knowledge pages are updated with any pertinent claims/resolutions information
- Provide customers with timely communication on updates related to claims while in-progress
- Partner with Logistics to ensure parts replacement and/or product replacements are delivered with urgency to customers
- Drive cross-functional execution across all teams required to ensure claims are resolved in the most efficient and effective way possible, ensuring customer needs are met
**DEPARTMENT SUPPORT (20%)**
- Cross-train on Trade Specialist, Customer Care Supervisor and Customer Care Associate roles to provide support, as needed
- Support on updating existing and/or building net new department processes, as required
- Support on department projects, as required
**QUALIFICATIONS & REQUIREMENTS**:
- 1 - 2 years of Customer Centre, Customer Care experience and/or order management in a high-volume environment
- Excellent written, verbal and interpersonal communication skills
- Strong ability to understand customer needs and diffuse contentious situations while remaining calm, informative and friendly
- Confident in multitasking, prioritizing and organize tasks to meet deadlines and increase efficiency
- Detail-oriented
- Works well under pressure, independently and as a member of a team
- Intermediate to advanced computer skills including Microsoft Office suite, navigating the web and ability to type 50+ wpm
- Must be available for one weekend day
- Experience with Shopify or e-commerce platform an asset
**WHAT WE OFFER**:
- Be part of a growing business
- Comprehensive benefits plan (health, dental, vision)
- Generous product discounts
- Free weekly classes at Ride Cycle Club
- Kitchen stocked with coffee and tea
- Modern, casual, and open office with views of downtown Vancouver and mountains
- Competitive salaries
- Professional development opportunities
The Salary range for this role is $42,500 - $47,500 per year
Pay: $42,500.00-$47,500.00 per year
Additional pay:
- Bonus pay
**Benefits**:
- Casual dress
- Dental care
- Extended health care
- On-site gym
- On-site parking
- Paid time off
- Store discount
- Vision care
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Application question(s):
- What are your salary expectations?
Work Location: Hybrid remote in Vancouver, BC V6A 4L5
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