Responsibilities

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  Live and breathe a Customer First mindset
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  Provide world class service to customers and prospects via phone and email
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  Use active listening (and reading) skills to ensure you understand each customer’s needs clearly
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  Multi-task on a variety of web based tools simultaneously to efficiently and effectively address customer inquiries
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  Comfortable handling a high volume of customer dissatisfaction inquiries
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  Adept at diffusing escalated customers while maintaining professionalism at all times
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  Keeps retention top of mind by creating opportunities and options for customers interested in cancelling/returning orders
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  Be able to treat each customer with respect, empathy and understanding, no matter what kind of day you’re having
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  Be prepared to become a ‘mattress and sleep expert’ - open to learning new concepts, adept at remembering details, quick on your feet with accurate recall of key information
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  Keen to solve problems - do a little research to get the whole picture, and navigate towards customer centric solutions within the parameters of established policies
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  Comfortable engaging non-stop throughout your shift with customers via phone and email
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  Willingness to participate by video chat on all internal team meetings
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  Surface what you see - share your front line insights with team leads, supervisors and managers to help drive continuous improvement in our customer experience
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  Help customers and prospects find the best products to meet their needs - always be looking for opportunities to bring more of our products into customer homes to improve their quality of life - after all - what’s more important than a great night’s sleep?
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  Get excited to come to work every day - bring your best self, be a great team member and get to know fellow employees located around the world!

Requirements

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  A minimum of 1 year of customer support, retention or escalation experience in any environment
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  A minimum of 1 year working in a contact center environment, either remotely or in person - you thrive on phone, chat and email
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  Have experience handling a high volume of tickets
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  Excellent written and spoken English
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  Strong conflict resolution and de-escalation skills
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  Highly detail oriented with excellent documentation skills and sense of personal accountability
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  Ability to bring an upbeat, professional and respectful approach to work each day
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  Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
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  Comfortability and familiarity with working from home and being a self-starter
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  Tech savvy with the ability to type at approximately 50 WPM (ideally)
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  Blazing fast internet connection in your zen work sanctuary