Customer Experience Representative

Job Title
:
Customer Experience Representative (on-site)

Department
:
Customer Experience

Reports to: Customer Experience Manager

Hours Available: M-F 8:30am-5:30pm EST (1-hour lunch break)

FLSA Class: Non-exempt

EEO1 Classification: Professional

Physical Address: 1953 Langston Street, Rock Hill, SC 29730

Salary Range: $18.82 - $28.00 per hour (Actual compensation will be determined based on experience, location, and other factors permitted by law)

Grade: 2

If you’re looking for a career and not just a job, BEDGEAR provides a work environment that accelerates growth for all its team members. Keeping up with the everyday challenges of a fast-growing consumer goods company demands a team of all-in players, who are focused on continuous improvement, collaboration, leadership, and have a growth-mindset. If you want to elevate yourself personally and professionally, surrounding yourself with others that share the same values, beliefs, and behaviors will provide the support and extra push to reach new heights and smash new goals.

At BEDGEAR you can expect to find successful teammates who exemplify our core values of being:
HUNGRY - HUMBLE - CURIOUS - CLEVER - COMMITTED - HUMANITARIAN

Launched in 2009, BEDGEAR® is the brand of Performance® that provides innovative bedding by focusing on an active lifestyle and well-being. BEDGEAR’s sleep solutions are engineered with Performance fabrics that are temperature neutral and instant cooling and maximizes airflow to allow the body to naturally regulate its temperature. With a core belief of One Size Does Not Fit All™, BEDGEAR has redefined the way people view sleep by developing interactive in-store experiences and breathable bedding products that are personally fit to a consumer based on specific factors, including body type, sleep position and temperature.

BEDGEAR is dedicated to integrating environmental responsibility into product development to ensure less returned goods are being sent to landfills. BEDGEAR is essential to the rest and recovery routines of professional athletes and active people who need to maximize their sleep. A proud manufacturer in the USA, BEDGEAR offers mattresses, pillows, sheets, blankets, pet beds as well as travel, kids and baby products that often feature removable and washable covers to maintain a clean and healthy sleep environment.

BEDGEAR is represented in more than 4,000 retail stores across the globe and has earned more than 220 U.S. and worldwide patents, trademark registrations and pending applications. Sleep Fuels Everything!

The Customer Experience Representative supports the company’s brand and mission by ensuring customer satisfaction through accurate, thoughtful, and timely interactions while also contributing to sales growth through soft-sell techniques. This role balances service excellence with consultative sales, using proactive listening and solution-based communication to recommend products, share carts, and guide customers toward purchases that enhance their experience. As a front-line contact, this position is vital to strengthening the customer journey, increasing retention, and driving revenue.

• Respond to customer inquiries across phone, email, and chat. Provide clear information on products, services, promotions, and support policies.
• Review and track customer orders, ensuring timely updates and proactive communication with internal teams.
• Use a consultative, soft-sale approach to identify customer needs and recommend complementary products (e.g., protectors, sheets, or bundles) that enhance value.
• Share online carts or tailored product suggestions during phone interactions to simplify the purchase process and increase conversion.
• Build rapport and positive relationships with customers to increase brand loyalty, satisfaction, and repeat business.
• Manage inbound requests and complaints, taking ownership of the customer journey and ensuring first-touch resolution where possible.
• Collaborate with stores, departments, and other customer service staff to fulfill requests and ensure seamless issue…