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Case Specialist

Company Overview

Cali Bamboo is searching for passionate, driven, positive people to join us as we continually meet and exceed our goals in the green building space. Join a cohesive and engaging team of sales associates that have helped drive Cali Bamboo forward as one of Inc. 5000’s Fastest-Growing Companies and San Diego’s Top 25 Best Companies to Work for.

Job Summary

This is a business that believes in supporting, encouraging, motivating, and listening to our staff. We have a laid-back environment, but reward those who demonstrate hard work and a passion to proactively contribute to our ever-evolving brand and market.

Responsibilities and Duties

  • Provide resolution for all customer claims and cases related to Cali Bamboo’s services and products, through thorough investigation, evaluation and negotiation of cases in compliance with established technical and company principles.
  • Responsible to become highly proficient with ERP system to document, process and manage all cases and metrics, including product research, photo documentation, following up with vendors and quality team to determine root cause of a customer case.
  • Accurately and thoroughly document all activities and communications in the claim files
  • Communicate effectively in a professional, respectful, and persuasive manner to facilitate the timely and thorough resolution of claims
  • Good judgment and the ability to thoroughly consider all relevant information in order to make sound decisions.
  • Willingness to learn and try new approaches in order to resolve complex issues.
  • Strong customer service skills with the ability to take initiative and responsibility for addressing internal/external customer concerns.
  • Ability to examine all information completely to identify everything that is relevant and all potential impacts.
  • Communicate with management to resolve problems and expedite resolution of issues.
  • Fully develop product knowledge and function as a product specialist.
  • Initiate and make recommendations regarding processes, policies and procedures.
  • Implement continuous improvement activities to improve and streamline customer service processes.
  • Make recommendations to streamline and lower the costs of customer service functions.

Qualifications and Skills

  • College degree or GED required!
  • Outstanding written and verbal communications skills mandatory.
  • Ability to maintain a pleasant demeanor while working in a potentially stressful environment.
  • Must be flexible and willing to learn and change in a dynamic environment; ability to be creative with ideas to improve customer service and processes.
  • Maintain both customer satisfaction and phone/email response service levels by initiating, coordinating and enforcing operational policies and procedures.
  • Work with colleagues and managers in identifying, testing, and implementing work process improvements.
  • Handle customer escalations and manage complaints.
  • Retrieve data from various databases; prepare required reports.
  • Perform related duties, as assigned.

All candidates who are serious about joining the Cali Team must follow this link to complete their application: https://www.cindexinc.com/c/97E8D5

 

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