Resolution Specialist

JANUS et Cie is seeking a Resolution Specialist. This position is based in Santa Fe Springs, CA .Under the direction of the Resolutions Manager, the Resolutions Specialist will be responsible for processing and managing claims from beginning to end in a timely manner.

Hourly Range: $22-$24

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for client retention and experience through effective management of service claims.

• Investigate assigned claims, determine appropriate resolutions, and create action plans to resolve claims based on facts, best practices, department guidelines, and available resources.

• Coordinate solutions for large, complex claims with various departments or contributors including sales, operations, accounting, vendors, and third parties; manage deadlines, coordinate assignments, and handle communication.

• Process all claims through Zendesk ticketing platform and issue fulfilment orders through proprietary systems.

• Ensures thorough follow-up and completion of all inquiries or claim requests.

• Responding to all assigned inquiries or claim request in a timely manner.

• Attending all meetings and training sessions as required by management.

• Analyzes claim activity. Prepares and presents reports for management. May be responsible for special projects.

• Responsible for input of data that accurately reflects claim circumstances and other information important for business outcomes.

• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• The Resolution Specialist position does not require supervisory responsibilities.

TRAVEL:

• No travel required.

ORGANIZATIONAL RELATIONSHIPS:

• Interacts with all levels throughout the organization, including employees and outside vendors.

QUALIFICATIONS:

5+ years of Customer Service experience

• Passion for client experience

• Ability to exercise critical thinking skills and effectively assess the merits of claims as well as evaluating claims based on a cost/benefit analysis.

• Strong interpersonal communication (written & verbal) and negotiation skills. Ability to effectively interact with all levels of internal and external business partners.

• Accuracy and attention to detail is an absolute must.

• Strong sense of urgency.

• Ability to work with a high degree of autonomy.

• Ability to multitask / manage high volume of inbound inquiries via phone, email, and tickets.

• Ability to remain calm and professional in stressful situations.

• Prior experience with a ticketing platform or support software (Zendesk preferred)

• Experience with Microsoft Office programs, specifically Outlook and Excel

• Experience in home furnishing/design industry a plus.

REFLECTS OUR BRAND VALUES:

• We listen to our Customers

• We rely on our Members

• We honor Integrity

• We embrace Continuous Learning

• We lead with Design

• We create Value

• We make the World Better