Specialist, Portal Support

About the Opportunity

This team is a digital-forward, consumer-driven organization featuring an expansive portfolio of furniture brands. With over 20 years of experience building multiple brands from inception to success, the organization offers a wide assortment of furniture solutions balancing form, function, and style. The Portal Management Team handles communications and cases for Customer Portals, providing tailored solutions and prioritizing customer needs throughout the process.

Responsibilities of a Specialist, Portal Support

• Multi-task, prioritize, and manage time effectively to assist dealers and customers.
• Interact with internal and external customers.
• Update Portals throughout the day.
• Provide quality customer service at every inquiry step.
• Handle up to 35-40 cases daily with 97% or higher accuracy.
• Resolve customer problems and concerns timely and accurately.
• Maintain detailed accounts of customer inquiries and resolutions per case.
• Follow processes and procedures ensuring proper resolutions.
• Maintain personal case queues within set parameters, closing within 24-48 business hours.
• Meet daily personal and team customer service goals.
• Work effectively in a team environment.
• Evaluate customer needs to determine effective strategies.

Requirements

• Minimum one year of customer service experience.
• Ability to take ownership of complaints, resolve conflicts, and manage expectations.
• Excellent interpersonal and customer service skills.
• Proficient computer skills, able to use up to three screens simultaneously.
• 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.

Benefits & Perks

• Fully remote position.
• Major medical, dental, and vision benefits available from day one with no waiting period.
• Company-paid life insurance and employee assistance program.
• 401K with company match.
• Employee discount on organization products.
• Free office chair and desk for remote employees.
• Employee-led engagement activities with fun and giveaways.
• Nine paid holidays plus one floating holiday annually.
• Up to thirteen accrued PTO days per year.

Key skills/competency

• Customer Service
• Portal Management
• Case Resolution
• Interpersonal Communication
• Problem-Solving
• Time Management
• Data Entry
• Customer Satisfaction
• Multitasking
• Analytical Skills