Resolutions Specialist

SPECIAL NOTE* The teams at NewAge Products Inc. are taking every precaution to ensure the health and safety of our employees and those that we interact with. Until further notice, all interviews will be held virtually, with arrangements made to accommodate your schedule and technology preference. Our teams continue to work under a Hybrid model, with the ease of having our North York office accessible for collaboration and/or quiet workspace. Successful candidates will complete virtual training and perform work remotely.

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’s 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’re 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. 

• Responding to and providing best in class customer service from inquiries received from retailers and customers via email, chat and phone.
• Investigating order concerns and finding solutions that balance the needs of the business and the customer. Updating information and basic reports in Excel and Smartsheet
• Maintain an escalation log
• Ensure any VIP escalations are reported to Sr Advisor or manager
• Assist escalated customers with their inquiries • Processing replacement orders and exceptions into SAP.
• Using discretionary judgment regarding customer orders and concerns.
• Ensuring that the appropriate feedback is reaching the applicable department or stakeholder.
• Meeting metrics such as average handle time, productivity and quality.
• Maintaining a positive brand image for NewAge Products while interacting with customers and retailers. 

• Must have at least 2 years of customer service experience in a Call Centre environment
• Ability to manage a database of customer inquiries
• Strong customer service skills, business acumen, and positive demeanour
• Strong initiative and ability to work independently
• Excellent time management and organization skills
• Ability to negotiate and display confidence
• Ability to handle escalated customer concerns while remaining calm and professional
• Working knowledge of Microsoft Office (Outlook, Word, and Excel).
• Operational hours Monday to Friday between 8:00 AM to 9:00 PM and Saturday between 9:00 AM to 5:30 PM. Please note that this is subject to change and will flex based on business needs. 

• 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. 

If you’re 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.