Loss Mitigation Agent - Subs/Replacements

• 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
• 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)