Customer Care Associate (Resolutions)

Moe's Home Collection•Vancouver, BC

14h•Onsite

About The Position

The mission of the Customer Care department is to provide exceptional service and support to our customers by delivering a responsive, seamless experience from start to finish. Reporting directly to the Resolutions Team Lead, the Resolutions Associate will bring resolution to a team by facilitating effective communication, resolving conflicts, aligning goals, managing resources, and supporting overall team development.

Requirements

Strong time management and organizational skills with high attention to detail.
Strong communication skills – verbal and written
Highly organized
Enjoys the challenge of multi-tasking in a high-pressure environment.
Team player
Strong working knowledge of Microsoft Office products including: Outlook, Word, Excel, PowerPoint, etc

Nice To Haves

SAP experience a plus but not required.
Post-Secondary degree preferred

Responsibilities

Acknowledge incoming customer claims
Enter/Document claims in SAP
Submit claims to the Resolutions Team Lead for review
Communicate claim status to customers
Arrange for damaged items to be returned to our warehouse
Issue credit or facilitate replacement orders
Communicate with the Customer Care department to ensure replacement orders are shipped out promptly
Approve invoices for orders placed for payment
De-escalate problems
Anticipate claims issues and effectively communicates with the Customer Care Team, Sales Associate and Logistics Team on any potential issues and recommendations to resolve disputes.

Benefits

Competitive salary plus bonus.
Comprehensive benefits plan (health, dental, vision) with enhanced coverage for mental health resources.
Three weeks of vacation in your first year.
Casual and open office with views of downtown Vancouver and the North Shore mountains.
Stocked kitchen with snacks, fresh fruit, coffee, and tea.
Ergonomic workstations with sit-stand desks.
Free electric vehicle charging at our head office.
Generous product discounts for yourself, friends, and family.
Professional development opportunities.
Office gym and free weekly spin classes at Ride Cycle Club (locations in Vancouver, Calgary, and Toronto).