Job Description

Headquartered in North York, ON, with employees in Canada, the US, China and India, NewAge is an industry-leading manufacturer and distributor of premium home improvement solutions. Our products are sold through major online retailers such as Lowes, The Home Depot, Costco, Amazon, and Wayfair as well as our own e-commerce site. But what makes us unique is that we provide a truly cohesive customer experience, from free expert assistance designing and planning new spaces to delivery and professional installation. Our collaborative, inclusive team atmosphere nurtures personal growth, career advancement and job satisfaction, as evidenced by our certification as a Great Place to Work in Canada and our 4.4 out of 5 rating on Glassdoor. With tremendous pride, we continue to receive a growing number of industry accolades including over 75 unique product patents, awards for our team of expert designers, prominent ranking on the Profit 500 list of Canada\xe2\x80\x99s fastest growing companies, and the naming of our founders to the Top 40 under 40 in Canada by BNN Bloomberg. As our journey to becoming the preferred choice for premium home improvement solutions continues, we\xe2\x80\x99re adding ambitious, driven, passionate members to our team who are inspired to be their best and ready to make a difference. NewAge Products is looking for a passionate, talented and customer-focused full-time Resolutions Specialist to join our team. Reporting to the Manager, Resolutions within the Customer Success department, the Resolutions Specialist will be responsible for collaborating with various teams to find efficient, amicable resolutions to post-purchase issues impacting the customer experience. Working on escalated, complex cases, this role requires a detail-oriented, resourceful, empathetic, and creative personality who has a heightened sense of urgency given the sensitive nature of tasks. Grounded by KPIs and general guidelines, the successful candidate will use their best judgment to balance the needs of both the business and the customer. Using keen observation and detailed tracking, the Resolutions Specialist will raise common concerns, emerging trends, and other sensitive matters to leadership using both quantitative and qualitative data to help drive improvements across various parts of the customer experience. In addition, this role requires agility and flexibility to react quickly as direction or requirements change and to ensure continuity and thoroughness in activities in the event of a shift in direction. Responsibilities:

• Expertly, thoroughly, and completely own and handle inquiries from customers and retailers of a complex / escalated nature
• Investigate order concerns and find resolutions that balance the needs of the business and the customer by leveraging both standard and outside the box strategies
• Review negative customer experiences from Tier 1 and explore / recommend alternative resolutions to facilitate a positive experience; complete follow up communication with the customer and restore brand trust
• Review and discuss VIP cases in partnership with leadership; ensure details are communicated clearly, attempted resolutions to date are identified, customer demands are captured, and suggested actions are laid out in an easy to evaluate format to reduce any delay in response
• Maintain and manage related tracking to build data for reporting and future project support
• Assist escalated customers with their inquiries using non-scripted responses to ensure they are receiving a genuine experience with NewAge Products
• Negotiate and authorize returns, credits or replacement orders while keeping the customer informed of any changes or updates
• Ensure detailed feedback is reaching the applicable department or stakeholder in Cross-Functional Teams to help drive improvement to upstream processes
• Meet predefined metrics such as case SLAs, average interactions per day, productivity, and various quality measures on a day to day, week by week, and monthly basis
• Monitor the Customer Success queues (both calls and emails) along with the MS Team Chat groups to ensure team members are utilizing the work time efficiently and in a professional manner; answer adhoc questions from team to facilitate quick resolutions for customers
• Responsible for learning, in detail, about the company products and using this knowledge to support customers with shopping, assembly/installation, troubleshooting, etc.
• Tracking all written appeals, waivers, case notes and other related documentation and resolution occur within corporate guidelines
• Show initiative by suggesting, compiling, and developing new processes and scripts to streamline the Resolutions Team and overall, Customer Success Department

Qualifications:

• Must have at least 5 years of customer service experience in a Contact Centre environment
• Must have at least 3 years of escalated case handling experience in a Contact Centre environment
• Ability to self-manage assigned customer caseload and ensure all inquiries are handled according to NewAge Products processes and SLAs
• Exceptional communication and customer service skills, strong business acumen, positive demeanour, adaptive mindset, and ability to problem-solve independently
• Excellent time management, organization, and prioritization skills with strong attention to detail
• Ability to negotiate and display confidence when navigating escalated customer concerns while remaining calm and professional
• Working knowledge of Microsoft Office (Outlook, Word, and Excel), and other applications such as Smartsheet, Salesforce, Tableau, SAP, Telus Ring Central, and Shopify are an asset
• Able to provide solutions for difficult customer scenarios, self-driven, sense of urgency, ability to work quickly in a time sensitive, customer service-oriented environment

• Operational hours Monday to Friday between 9:00 AM to 7:00 PM. Please note that this is subject to change and will flex based on business needs including extended hours and weekends

NewAge Offers:

• Salary and bonus is based on experience and highly competitive for the right candidate
• Benefits package
• An opportunity within a growing, fast-paced company, well established in its industry
• Fun! We celebrate successes, and hold special events to build strong teams.
• Our teams work under a remote-first Hybrid model, with the ease of having our North York office accessible for collaboration and/or quiet workspace.

How to Apply: If you\xe2\x80\x99re intrigued by job profile described above, we invite you to apply with your resume and cover letter illustrating how you would be an ideal fit with our team. We thank all interested candidates for applying, and will contact those who qualify for an interview. No phone calls please. Offers of employment are contingent on the successful completion of a thorough background check. Headquartered in North York, Ontario, with employees in the US, China and India, NewAge is committed to being a trusted brand in the home improvement industry by offering unique products, exceptional value and a best-in-class customer experience. As a company, our core values are to simplify the complex, respect the dignity of all people, operate with integrity and openness, recognize our responsibility to the team and take a customer centric approach to everything we do. If you identify with these values, you could be a great fit and valued member of our team! NewAge Products is an equal opportunity employer, committed to inclusion and diversity. We provide employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require any accommodation.