Escalations Specialist | Luxury Ecommerce

Kathy Kuo Home carries a highly curated collection of home furnishings while offering clients premium interior design services and easy-to-shop look books. The KKH tea ---------- mbers are design-obsessed, entrepreneurial-minded, and empathy-oriented individuals that seek to create more impact and beauty in the world of interiors. As one of the fastest growing online companies in the home and garden space, we would love for you to join our fast-paced, nimble, and creative team. Our headquarters are located in NYC, and we are looking for remote candidates who can work EST hours.

We are currently seeking a Escalations Specialist to work full time, New York hours (EST). This is a home-based, client-facing role. This position reports to the Trade Manager; Escalations Specialists own the entire customer experience post sale. They are problem solvers, customer service focused, highly organized, and can balance company and client needs simultaneously to build trust with our interior designer clients.

Job Requirements

Own post sale customer experience for all returns, damages, product discrepancies, and replacement orders
Collecting all relevant information and or assets needed to file a claim with a carrier or manufacturer
Maintaining consistent communication with clients and internal teams through the entire claims process until the client’s issue has been resolved
Highly collaborative and effective communicator. Must be comfortable building relationships with internal and external business partners
Detail-oriented and expert in data entry across multiple platforms both internal and external
Highly persistent with vendor and carrier follow up to ensure fast claims resolution for clients
Highly organized and great time management skills, must be able to maintain a high quality of work while meeting internal SLAs
Excellent problem-solving skills and judgement, ideal candidate should be able to think outside the box and prioritize client satisfaction
Ability to handle difficult conversations with clients while maintaining a high level of empathy
Must be able to balance customer needs with financial risk to the company while enforcing company policies
Must be able to work in a fast paced, rapidly evolving environment while managing multiple tasks at once

Qualifications
Proficient in written and spoken English with the ability to communicate directly with clients and vendors on the phone and over email
Must have experience working Eastern Standard Time (New York City) hours
Must have at least 1 year of experience working in customer service or claims management
Proficient in Google Suite
Must have access to reliable internet connection with a backup in case of outages
Must have access to a quiet workspace to take phone calls

Nice to haves

Experience working with a customer service ticketing system (ie: Salesforce, Zendesk)
Experience working in furniture or ecommerce

Please reach out if you are ALL of the above, have a strong desire to grow in a fashion based furniture/ decor company, love all things stylish and chic, and most importantly, be an excellent peoples person that brings a proactive, entrepreneurial spirit to our team.

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Look forward to hearing from you!