Claims Representative | Luxury E-commerce

Company
Kathy Kuo Home is a luxury online home furnishings destination on a mission to help everyone #lovewhereyoulive. Kathy Kuo Home carries a highly curated collection of home furnishings while offering clients premium interior design services and easy-to-shop look books. Kathy Kuo Home believes that shopping for great design should be fun, easy, and inspiring, so it provides everything from design inspiration to flawless execution in one vertically integrated platform, allowing customers to create a space they will cherish for years to come.

Curated Collection and Ecommerce
Under the direction of celebrated designer Kathy Kuo, the company serves as the premier online boutique for luxury furniture, lighting, and home decor. The assortment is curated with a design-first approach that offers exclusive access to impeccably-crafted designer pieces from top manufacturers and artisans around the world.

Full Service Interior Design Studio
In addition to its aspirational collection, Kathy Kuo Home is also a full-service interior design studio with a robust menu of Design Services. Kathy Kuo Home’s roster of professional interior designers combine a high-touch, personalized approach with the latest in design technology to help customers with all of their design needs—from small updates and refreshes, to gut renovations and building entirely new homes.

Trade Business
Kathy Kuo Home is proud to offer a top-tier Trade business that provides the interior design and architecture communities with an inspiring selection of luxe homewares and furnishings at competitive trade prices. Additionally, Kathy Kuo Home provides its Trade customers with a dedicated concierge team to ensure a best-in-class customer service experience throughout the entire design process. Combining service, commerce, and technology, Kathy Kuo Home is the ultimate one-stop home and design destination.

Culture and Values
The Kathy Kuo Home tea m me 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, it is a fantastic time to join Kathy Kuo Home’s fast-paced, nimble, and creative team.
Core Values
We Employ Design Thinking #DesignWins | Design is how one approaches everything. Employing design thinking is employing first principles thinking. This applies not only to product or space design, but how we design our day, our work processes, and our organization
We are Limitless Learners | We are curious by nature and aim to be 1?tter every day by learning 1 new thing a day.
We Strive To Be Self-Aware | We are self-reflective and deeply curious about ourselves. We believe with a deep awareness of oneself, can one develop awareness for others.
We Play the Long Game | We have an infinite horizon for growth and lean into business decisions that have a long-lasting impact on brand growth
Core Principles
We have Deep Kindness and Respect for All | Our business model is supported by the relationships that we have with our customers, vendors, and shippers. We treat our tea m me mbers, shippers, and vendors with the same spirit of kindness, willingness to collaborate, and respect for their needs.
We Lead with Empathy | When faced with hard choices, we lean into empathy and compassion first as our primary decision drivers. We proactively reach out to celebrate each other's success and buoy those that need us.
We Require Feedback | Giving and receiving feedback promotes a culture of self-awareness, growth, and humility, the foundations of strong inter-department connection.
We are Humble and Hungry | We operate with a startup mentality, scrappy and intentional with how we use our human and financial resources no matter what scale of business we are in.
We Audit the Details - Design and Service | We deeply audit all details and have hyper-awareness of process, cause, and effect and how this relates to our design and service quality output.
We Keep Calm / Grace Under Fire | We solve problems by being self-aware, open-minded, and accepting of different ideas and opinions and strive to be calm, reflective, and not defensive.
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Role & Responsibilities: Claims Representative

Position Title: Claims Customer Service Representative

Department: Service

Reports to: Claims Manager, Service Dept.

Position Overview:
The Client-Facing Claims Representative plays a crucial role in managing client interactions related to damages, claims processing and resolution. This position requires a strong understanding of company policies, excellent communication skills, empathy, product and material knowledge and expertise, critical thinking, adaptability, and a dedication to providing exceptional customer service.

Key Responsibilities:

Serve as the primary point of contact for clients regarding claims inquiries, updates, and issue resolution.
Communicate with clients via phone, email , or LC to gather necessary information and provide updates on claim status.
Ensure timely responses to client inquiries and maintain a professional and courteous demeanor at all times.
Claims Processing: Receive, review, and process claims in coordination with the claims Admin team according to company procedures and guidelines.
Issue Resolution: Investigate and resolve client concerns, complaints, or disputes related to claims processing to ensure satisfactory resolution and maintain positive relationships.
Protect the business while maintaining customer resolution.
Documentation and Record Keeping: Maintain accurate and detailed records of all client interactions, claims processing activities, and resolutions through CRM and Google Sheets.
Continuous Improvement:
Identify opportunities for process improvement and efficiency enhancements within the claims management workflow.
Provide feedback and suggestions to management based on client feedback and observed trends.
Participate in training sessions and professional development activities to enhance knowledge and skills related to claims management and client service.

Key Skills:
Attention to Detail: Ability to meticulously review and analyze claim documentation to ensure accuracy and compliance with company policies and regulatory requirements. Demonstrate keen attention to detail in all aspects of client interactions, documentation, and claims processing to minimize errors and discrepancies.

Empathy and Interpersonal Skills:Possesses strong interpersonal skills to build rapport with clients, listen actively to their concerns, and provide compassionate support throughout the claims process.
Communication Skills:Excellent verbal and written communication skills to convey information concisely and professionally in interactions with clients, colleagues, and business partners.
Problem-Solving and Decision-Making: Demonstrate sound judgment and decision-making abilities as well as strong problem-solving skills to analyze complex claim issues, identify root causes, and develop effective solutions for clients and internal business needs alike.
Organizational and Time Management: Effective organizational skills to manage multiple tasks, prioritize workload, and client follow-up in a fast-paced environment.
Adaptability: Ability to adapt to changing priorities, procedures, and client needs while maintaining a positive attitude and professional demeanor.
Teamwork and Collaboration: Collaborative mindset with the ability to work effectively as part of a team, sharing knowledge, expertise, and best practices to achieve collective goals.
Salesforce experience and experience in the furniture industry a plus


Core Values
First Principles Design Thinking:
We embrace the philosophy of first principles of design thinking, which involves deconstructing complex problems into their fundamental components. By challenging assumptions and developing a profound understanding of underlying principles, we pave the way for innovative and creative solutions.

Limitless Learners:
Curiosity is ingrained in our DNA. We strive to enhance ourselves by learning something new each day, aiming for continuous improvement. Our commitment is to be 1?tter every day through knowledge and growth. We embrace vulnerability and candor as catalysts for personal and collective growth, fostering an open culture of sharing and learning.

Self-Awareness:
We place a premium on self-reflection and personal growth. To understand others deeply, we first seek to understand ourselves. We believe that cultivating self-awareness is the foundation for developing empathy and fostering meaningful connections.

Playing the Long Game:
Our vision extends infinitely into the future. We make strategic decisions with lasting brand growth in mind, leaning into choices that have a sustained impact. We are dedicated to building a legacy that endures through the ages.

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.

Kindly reply to this post by including links to your resume, your DISC assessment results, and a short (1-2 min) video recording introducing yourself personally and professionally!

If you have not taken the DISC personality assessment yet, please use this link. www.tonyrobbins.com /disc-landing-form/

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