Customer Service/Claims Specialist

As a Customer Service/Claims Specialist at 1stDibs, your primary responsibilities include investigating flagged transactions, serving as a point of escalation for front-line teams, interpreting and enforcing marketplace policies, and developing processes for responding to policy violations. You’ll collaborate with the Buyer Protection team and engage directly with buyers and sellers, ensuring that any disputes are resolved quickly and fairly.

For the Customer Service/Claims Specialist position at 1stDibs, candidates should possess excellent verbal and written communication skills, experience in resolving customer issues, critical-thinking abilities, and a knack for prioritizing tasks in rapidly changing situations. A background in customer support or related fields would be beneficial, along with the ability to work collaboratively and multitask using multiple systems.

The Customer Service/Claims Specialist plays a crucial role in upholding the values of 1stDibs by ensuring a trustworthy marketplace for both buyers and dealers. By resolving disputes responsibly and fairly, you contribute directly to the success of the platform and help enrich the lives of those who engage with our extraordinary collection.

At 1stDibs, the compensation package for a Customer Service/Claims Specialist is competitive and includes base salary, equity where applicable, and a comprehensive benefits package. Compensation factors such as location, experience, and job-related elements are considered, and the role offers significant growth opportunities.

The work environment at 1stDibs is dynamic and collaborative, encouraging team members to thrive in a supportive culture. As a Customer Service/Claims Specialist, you will engage with multiple teams, utilize critical thinking, and adapt to quickly changing situations, making it an exciting place to contribute and grow.

In handling a disagreement with a seller, it’s important to remain calm and objective. First, I would listen to the seller’s concerns fully, ensuring they feel heard. Then, I would refer to 1stDibs' policies and provide clear explanations for the decisions made. Articulating empathy while standing by the guidelines will help in resolving the disagreement amicably.

In my previous roles, I faced numerous challenging situations, such as resolving billing disputes or product complaints. I approached these issues systematically—diagnosing the problem, exploring potential solutions, and implementing the best one while keeping the customer informed throughout the process, which led to successful resolutions.

To prioritize tasks in a fast-paced environment, I rely on a combination of urgency and importance. I assess each task based on deadlines and potential impact on customers and the company. Utilizing task management tools also helps me stay organized and ensures timely responses without compromising quality.

There was an instance where a customer requested a refund due to a misunderstanding of our return policy. While I initially leaned towards granting the refund for customer satisfaction, I ultimately decided to uphold our policy, explaining it thoughtfully to the customer, which reinforced trust in our procedures.

I ensure clear communication by being transparent and precise in my language, presenting information in an easily digestible format. I also make it a point to validate any inquiries I receive, providing timely and relevant updates, which keeps parties informed and minimizes confusion.

Teamwork is essential in customer service; it allows us to leverage diverse expertise for resolving complex issues. I focus on maintaining open lines of communication with my team, sharing insights and strategies that can enhance our overall approach to customer relations.

When dealing with an upset customer, I first acknowledge their feelings and listen actively to their concerns. I would apologize for their experience and reassure them that I am there to help. From there, I would work collaboratively to find a satisfactory solution, keeping them updated throughout the process.

1stDibs stands out as a premium online marketplace for high-quality art, design, and collectibles. Its core values revolve around transparency, integrity, and building trust within the community of buyers and sellers. I admire how the company fosters a diverse and inclusive environment, which aligns with my personal values.

When learning new policies and procedures, I take a structured approach by breaking down the information into manageable sections. I often create summary notes or cheat sheets that I can refer to quickly. Moreover, discussing these changes with my team can solidify understanding and ensure we’re all on the same page.

In my previous experience, I had a client with a very tight deadline for a product delivery. By coordinating with our logistics team and prioritizing their order, I not only met their timeframe but also kept the customer informed throughout the process, which resulted in them expressing gratitude and loyalty.