Customer Care Representative
3 weeks ago
We are seeking a Customer Care Representative to join our team to assist in continuing the highest level of standards in care and customer outreach which are the hallmark of Newton Baby. You will be responsible for helping customers by providing product and service information, resolving technical issues, reporting on events in communications, initiating and closing sales through detailed product knowledge. This role will communicate and work closely with Newton’s Customer Success Manager and Newton’s Director of Customer Experience to maintain Newton’s impeccable reputation for excellence in Customer Service.
Responsibilities include but are not limited to:
- Answering customer needs primarily through phone, chat, and SMS channels
- Triage tickets, assign and complete as required to meet SLA goals
- Handle sensitive and detailed customer inquiries
- Provide feedback on customer communications through our tracking systems
- Develop and maintain a knowledge base of our evolving products, services, and processes
Qualifications:
- Previous experience in a customer service position or public communications position 2+ years
- Experience with CRM and ticketing platforms
- Good working knowledge of Excel
- Ability to learn new services and platforms quickly and efficiently
- Ability to build rapport with clients
- Ability to prioritize and multitask with great attention to detail
- Positive and patient phone presence
- Excellent written and verbal communication skills
- Experience in eCommerce customer service preferred
- Experience with Zendesk is a plus
- Experience with NetSuite is a plus
- Great attitude and friendly demeanor with the ability to work calmly under pressure
- Ability to manage tasks and priorities from a home office setting
- Must have a functional home office environment for answering phone calls, chats & text messages
What we offer:
- Unlimited Vacation
- Health, Dental, Vision, Pet Insurance, plus more
- 401k
- 24/7 Employee Assistance Program
- Paid Parental Leave
- Generous Employee Discounts on products
Company DescriptionAbout Newton Baby
At Newton, we’re on a mission to provide the whole family with safer, healthier, better products for rest and play. Our trusted, top-rated mattresses, sleep accessories, and more make us a favorite for babies, kids, parents, and pups alike.
Awards & Mentions
Newton Baby crib mattresses have been featured as top products in The New York Times, Good Housekeeping, The Bump, and Parents Magazine.
Company Culture
Our company's culture is always evolving to fit the needs of both our customers and employees. At Newton Baby, out-of-the-box ideas are encouraged, a healthy work-life balance is prioritized and vacation is unlimitedCompany DescriptionAbout Newton Baby\r
At Newton, we’re on a mission to provide the whole family with safer, healthier, better products for rest and play. Our trusted, top-rated mattresses, sleep accessories, and more make us a favorite for babies, kids, parents, and pups alike.\r
\r
Awards & Mentions\r
Newton Baby crib mattresses have been featured as top products in The New York Times, Good Housekeeping, The Bump, and Parents Magazine.\r
\r
Company Culture\r
Our company's culture is always evolving to fit the needs of both our customers and employees. At Newton Baby, out-of-the-box ideas are encouraged, a healthy work-life balance is prioritized and vacation is unlimited
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