• Answer all incoming customer service phone calls and emails in a timely manner • Live chat with customers as requests come in • Build relationships and engage with customers • Identify customers’ needs – this includes but is not limited to clarifying customer information, order information, research & investigate customer issues and provide solutions/alternatives. • Act as a liaison between headquarters and different retail departments.

• Handle customer inquiries via phone, email, and chat. • Provide accurate and efficient support for product- or service-related questions. • Troubleshoot issues and guide customers through solutions. • Maintain customer satisfaction by delivering high-quality service. • Collaborate with internal teams to improve the overall support process.

Role Description If you're a senior level NetSuite consultant with experience helping Consumer Services organizations drive operational excellence, business transformation, and customer success, and you're excited about the opportunity to help customers harness the power of AI to transform how they operate, NetSuite ACS is the place for you! Oracle NetSuite's Advanced Customer Support (ACS) team is seeking a seasoned consultant with expertise supporting Consumer Services organizations, including: - Commercial Services & Equipment Support providers - Automotive & Vehicle Services companies - Real Estate & Property Management organizations - Health, Wellness & Personal Care businesses - Membership and subscription based businesses - Other consumer centric service organizations Experience within Financial Services environments is also highly valued due to the strong alignment around customer operations, financial management, compliance, reporting, and process optimization. This direct hire position can be home office based in most major US and Canadian cities and requires minimal travel, as appropriate. As part of the ACS team, this role will help Consumer Services customers optimize NetSuite across: - Finance - Customer management - Service operations - Workforce management - Recurring revenue - Reporting - Integrations - Emerging AI enabled business process improvements Responsibilities Include: - Participate in the identification and documentation of customer NetSuite value gaps using ACS methodology. - Work with customers to prioritize and remediate high impact business process gaps. - Advise Consumer Services customers on leading practices across customer lifecycle management, inventory and warehouse management, service delivery and field service operations, workforce management, recurring revenue models, customer retention, billing, financial operations, equipment and service contract management, property and tenant management processes, and customer experience optimization initiatives. - Define detailed functional requirements for NetSuite configurations, automations, integrations, reporting solutions, and data improvements. - Partner with Technical Services teams to design, validate, and unit test automations and integrations. - Help customers adopt AI assisted process improvements, including customer service insights, operational performance monitoring, reporting summaries, recurring revenue optimization, workforce productivity improvements, and business process automation. - Use AI tools internally to improve consulting efficiency, including discovery synthesis, requirements drafting, meeting summaries, issue analysis, research, and executive ready documentation. - Guide customers on responsible AI adoption, including use case selection, data quality, validation controls, security considerations, and change management. - Perform quality reviews of deliverables developed by other team members. - Continue to increase NetSuite product knowledge and pursue relevant certifications. - Collaborate with ACS teams including TAMs, Technical Services, Support, SuiteProjects, Analytics, Planning and Budgeting, and other specialized teams. - Follow essential internal business processes aligned toward customer success. Qualifications - 6+ years of relevant ERP, consulting, operations, finance, customer service, or industry domain experience. - Strong NetSuite ERP experience, although experience with competing ERP platforms may be considered. - Experience supporting Consumer Services organizations, including Commercial Services & Equipment Support, Automotive & Vehicle Services, Real Estate & Property Management, Health, Wellness & Personal Care, membership based organizations, subscription based businesses, or Financial Services organizations. - Understanding of customer lifecycle management, recurring revenue models, field service operations, fixed asset management, inventory and warehouse management, workforce utilization, customer retention, billing, financial management, operational reporting, and process improvement initiatives. - 2+ years of external consulting or customer facing advisory experience. - Experience defining requirements for complex customizations, integrations, reports, workflows, or business process improvements. - Ability to synthesize business requirements into a coherent story, strategic vision, and practical improvement roadmap. - Strong communication, facilitation, and executive interaction skills. - Passion for driving customer satisfaction and measurable business value. - An adopter of AI, and a passion for continual evolution in this area. Preferred Qualifications - Experience with SuiteProjects, CRM, Subscription Billing, Advanced Revenue Management, Fixed Assets, SuiteAnalytics, Analytics Warehouse, Item Management, Warehouse Management, Field Service Management, Planning and Budgeting, EPM, or Manufacturing. - Experience with AI assisted ERP capabilities, AI enabled reporting, workflow automation, customer engagement technologies, operational analytics, or business process optimization initiatives. - Familiarity with NetSuite AI capabilities such as Text Enhance, Prompt Studio, Narrative Insights, Intelligent Bill Capture, AI Connector Service, or SuiteScript AI APIs is a plus. - Experience helping customers adopt new technology, including AI, through practical use cases, governance, enablement, and change management. - Finance, accounting, service operations, property management, Real Estate, customer experience, or business operations background is a plus. - NetSuite ERP Consultant or other relevant product certifications are a plus. - Project and/or team leadership experience. - Ability to work with teams that include functional, technical, process, organizational change, and customer stakeholders. Travel Requirement - Minimal travel required, as appropriate. Benefits - Flexible medical, life insurance, and retirement options. - Encouragement for employees to give back to their communities through volunteer programs.

Role Description Are you the next Ubique Group Employee? Come be a part of our dynamic team! The Portal Management Team is responsible for handling communications and cases for our Customer Portals. They also provide solutions tailored to individual situations and prioritize the customer’s needs at every step of the process. - Ability to multi-task, prioritize, and manage time effectively to better assist dealers and customers. - Interact with both internal and external customers. - Update Portal(s) throughout the day. - Ensures that our portal customers/dealers are provided with quality customer service at every step of their inquiry. - Includes working up to 35-40 cases per day while maintaining an accuracy rate of 97% or higher. - Ensure appropriate actions are taken to resolve customers’ problems and concerns in a timely and accurate manner. - Keep an accurate and detailed account of customer inquiries and resolutions within each SO and/or case. - Ensures that all processes and procedures are maintained, and a proper resolution has been provided. - Properly maintains personal case queues within set parameters and closes within the required 24-48 business hours. - Meet personal/customer service team's daily goals. - Able to work in a team environment. - Evaluate customer needs to determine the most effective strategy in meeting their requirements. Qualifications - Minimum of one year customer service experience. - Ability to take ownership of customer complaints, resolve conflicts and manage their expectations. - Excellent Interpersonal and customer service skills. - Proficient computer skills with the ability to utilize up to three screens at a time. - Ability to work independently and meet deadlines in a fast-paced, detail-oriented environment. - Highly developed sense of integrity and commitment to customer satisfaction. - Analytical and critical thinking skills. - Multitasking and organizational skills. - Excellent time management skills. Benefits - Fully remote position. - Major medical, dental, and vision benefits available day one — no waiting period. - Company-paid life insurance and Employee Assistance Program for all employees. - 401(k) with company match. - Employee discount on Ubique Group products. - Free office chair for remote employees. - Employee-led organization Ubique Cares engages in monthly and quarterly employee engagement activities packed with fun and giveaways! - 9 paid holidays + 1 floating holiday, and up to 13 accrued PTO days per year.