Customer Care Specialist

Responsibilities

• Respond to customer inquiries via phone, chat, email, text or social media, taking appropriate action to ensure each customer receives world class customer service.
• Process product orders for customers (via phone, using eCommerce application).
• Assist customers with website navigation, online checkout process, or technical issues.
• Provide detailed notes and documentation for each customer interaction.
• Maintain acceptable customer satisfaction and quality monitoring ratings.
• Maintain acceptable productivity, schedule adherence and utilization levels.
• Meet all individual performance metrics.
• Maintain in-depth, detailed, current knowledge of all products, including warranty/returns/refunds policies and procedures.
• Must be able to work cross-functionally in chat, email, and phones.
• May be asked to work from home due to inclement weather or system outages.
• Must work in office through training and completing of initial PWP certification.
• May be required to work in office if additional training or collaboration is needed and for department and team meetings.

• High School Diploma or GED (some college preferred)
• Minimum two years customer service experience, preferably in a call center environment
• Minimum typing speed of 30 WPM
• Experience with in Contact preferred
• Experience with Net Suite preferred
• Experience with Zendesk preferred
• Knowledge of mattress industry helpful
• Some sales experience preferred
• PWP certification