Escalations Support (Day Shift)

• Candidates must be able to work a Sunday-Thursday schedule.
  

• has the ability to spot inconsistencies and investigative nature
• exercises strong decision making and problem-solving skills
• showcases endless patience and contagious positive energy
  

Responsibilities

• Resolving the most complex and high-friction order-related issues for our community, including shipping issues, problems with high-value items, and other edge cases
• Balancing customer satisfaction as the primary consideration, with secondary considerations of process efficiencies and margins
• Evaluating lost package claims due to user mistakes, shipping carrier error, and/or insurance fraud
• Submitting shipping carrier package insurance forms and tracking respective incoming payments
• Evolving processes and internal policies to more quickly resolve transactions
• Working cross-functionally to identify, prevent and fight fraudulent behaviors
  

6-Month Accomplishments

• Familiar with Poshmark policies, processes, and procedures
• Build knowledge of US Postal Service
• Familiar with all Poshmark internal tools
• Close at least 70 cases a day
• Understand most types of Escalations case handling with minor assistance
  

12+ Month Accomplishments:

• Complete and exceed all 6-month responsibilities
• Independently handle general support cases with ease
• Take on additional responsibilities in order to support operations
• Ability to provide input to improve and streamline processes
  

Requirements

• Bachelor’s degree
• At least one year of customer service experience preferred
• Great attention to detail and highly organized
• Analytical and business-oriented mindset
• Passionate about community and customer service
• Strong work ethic
• Excellent verbal and written communication skills
• Endless patience and contagious positive energy
• Collaborative personality