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Posted 3 months ago
Requirements and responsibilities
About TeakTeak is reinventing refunds, striving to make every experience refundable. Our strength lies in our proprietary Software-as-a-Service SaaS embedded refund protection platform, allowing us to aggregate significant distribution while providing a top-tier digital purchasing experience for event organizers, booking platforms, ticketing systems, and end consumers. Our e-commerce solution is embedded in millions of carts monthly and backed by AM-best-rated insurers.The RoleThe Refund Solutions Advocate reviews consumer refund requests against the refund policies of our partners and takes all necessary action to investigate and confirm whether a refund is qualified based on the facts and documentation presented. As a solutions advocate, your goal is to provide impeccable consumer support while abiding by the letter of the refund policy for each consumer, requiring tactful communication, inexhaustible curiosity, and a detail-oriented mindset.What You’ll DoTo succeed in this job, an individual must be able to satisfactorily perform the following duties; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Perform routine daily coverage reviews of consumer refund request submissions to investigate and confirm qualification based on facts and documentation presented.Evaluate refund eligibility across a diverse product suite, including conditional refund agreements and ticket insurance.Serve as the point of contact for consumers with active refund requests via various communication channels, including phone and email.Respond quickly and courteously to consumer inquiries, concerns, and complaints to provide the best possible resolution.Identify consumer needs, clarify information, and provide appropriate solutions or alternatives.Process refunds efficiently and accurately while ensuring strict adherence to company and partner policies.Escalate complex or unresolved consumer issues as needed for further investigation.Follow up with consumers to ensure concerns are addressed and satisfaction is achieved.Maintain accurate consumer records by updating account information and documenting all interactions in the system of record.Track and monitor trends in consumer interactions to identify and resolve potential systemic issues.Collaborate with peers and leadership to expedite requests and deliver exceptional service.Stay updated on evolving company policies, procedures, and product offerings to provide accurate information to consumers.Share ideas based on daily experience to improve the end-consumer flow and internal workflows.What We’re Looking ForHigh school diploma or equivalent; further education or certification in consumer experience is a plus.5+ years of consumer service experience with a proven track record of successful deescalation and conflict resolution.Excellent verbal and written communication skills with a professional and friendly demeanor. Being bilingual is a plus.Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form the ability to handle irate or difficult customers with patience and empathy.Proficient computer skills, experience working with Google Apps, facility with macros, proficient with typing.P&C insurance adjuster license in your home state is a plus.We are a remote-first company, but we can make reasonable accommodations to enable individuals with disabilities to perform the essential functions. However, this may not be the proper role for you if you want to work in an office setting.This is a remote position. Travel to Teak Hubs in Phoenix, San Francisco, Denver, Los Angeles, and Austin may be required as necessary. Travel is mandatory twice a year for multi-day, company-wide meetings.Why You’ll Love Working at TeakFully remote (work from anywhere)Competitive salary + equityUnlimited PTOMedical, dental, and vision coverageAnnual bonus program401(k) with matching$100/month for event ticketsCompany-sponsored events
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