Loss Mitigation Agent - Subs/Replacements

Responsibilities: Effectively source replacements/subs for broken orders in order to prevent cancellations & penalties from the marketplace. Communicate with the respective marketplaces & sellers throughout the process via Intercom Accurately document all steps of the processes in Monday.com Accurately document sales in SkyBox in order to track profitability that the Replacements/Subs team was responsible for acquiring & selling Communicate with the marketplaces to provide proof in defense of the seller if applicable. Communicate with the customer/seller proactively in case any additional information is needed and the customer/seller is aware of the situation (if necessary) Collaborate with team members and/or other departments to determine the best solution for issue at hand Sourcing suitable substitute tickets within subs/replacements team’s parameters Perform the necessary steps of fulfillment of the order in a timely manner Requirements: Excellent problem-solving skills Able to perform detailed investigations of claims & determine outcomes using multitude of facts Excellent communication skills - must maintain professional and respectful demeanor throughout all interactions with marketplaces as well as customers Ability to multi-task and be flexible to accommodate the needs of the team Excellent team player Strong work ethic Thrives in a fast paced environment High level of organizational skills and attention to detail Good follow through and troubleshooting skills Able to work collaboratively with a team and independently with little to no supervision Comfortable with multiple systems including: Google Docs, Drive, Sheets, Excel, Jira, Email, and various other dashboard and KPI tracking systems (Monday.com) and customer support ticketing systems (Intercom)