Case Manager (Amazon Refund Claims)

Are you interested in being a customer champion for eCommerce businesses across North America and winning substantial reimbursement claims from Amazon and similar marketplaces every year (e.g. $5, $10k, $40k, $100k!)?

Looking to join a rapidly growing company with fantastic opportunities for career advancement?

The RefundPros Claims team is looking for another Case Manager to join them!

Who are RefundPros? Located in Kelowna's Cultural District, we are a software based service (everything is created and handled in-house) that helps eCommerce businesses recover funds from marketplaces like Amazon and national shipping carriers like UPS and FedEx. We automate the complex process of recovering these refunds and help businesses save thousands of dollars in return for a commission charge on the savings made.

Now onto the specifics:

Responsibilities

• Evaluating and compiling supporting information for reimbursement claims
• Monitoring Amazon case logs and inventory management tools
• Problem solving and customer support via email and phone
• Building and maintaining strong relationships with key customers
• Serving as a primary point of contact for assigned customers and managing their claims
• Identifying opportunities for improved system efficiency and automation (innovation)
• Assisting the Team Lead with daily tasks to ensure procedures are followed correctly and semi-automated processes are run in a timely manner
• Handling multiple reimbursement case types of differing complexity and chasing-down cases until resolution
• Training and support provided with all of the above

Requirements

• Able to research information to support reimbursement claims
• Ability to tenaciously pursue claims and advocate for for the customer
• Keen to learn new concepts, innovate and evolve technical tasks and procedures
• Highly organized and detail-oriented
• Proactive
• Experience with Microsoft Office tools (Excel, Word), Google (Sheets, Docs, Chat)
• Flexibility to work variable work shifts when required (e.g. during peak periods)
• Excellent verbal and written communication skills
• Team player
• Able to prioritize work and take needed action that is required

Nice To Have

• Amazon or similar marketplace exposure
• Customer service experience
• Familiarity with CRM systems and practices
• Familiar with Monday.com, Slack or similar

We Offer

• Potential for career advancement
• Opportunities innovate and move us ahead
• Full-time position: 37.5 hours per week
• No weekends, and 2pm finish on Fridays
• Starting rate: $18 - 20 per hour
• Spacious upper level office (large windows, chill space, etc.)
• Located in the heart of Kelowna’s Cultural District
• Queensway Bus Station right across the street
• One on one training and team support
• Comfortable, modern working environment
• Casual work wear
• Fun work and team events

How To Apply
Resume and covering letter are mandatory, please explain why you want to join the team and what you have to offer. Please also complete the Verbal Phone Screen Questions. You must be able to work on-site in Kelowna. Only candidates selected for an interview will be contacted. Thank you for your interest in this role.

Job Types: Full-time, Permanent

Salary: From $18.00 per hour

Expected hours: 37.5 per week

Benefits:

• Casual dress
• Company events

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Application question(s):

• This job requires that you work onsite, our office in Kelowna (by Queensway Bus Station). What will your commute to this location involve?

Education:

• Secondary School (required)

Ability to Commute:

• Kelowna, BC (required)

Work Location: In person