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Customer Service Representative II

2 months ago

Gardena, California, United States Sit 'n Sleep Full time
Job Summary

We are seeking a highly skilled Customer Service Representative II to join our team at Sit 'n Sleep. As a key member of our customer service team, you will be responsible for providing exceptional service to our guests, resolving issues, and ensuring a positive experience.

Key Responsibilities
  • Field a high volume of inbound and outbound calls, emails, live chats, tickets, and social media inquiries to resolve guest issues and concerns.
  • Be available in designated phone queues to ensure proper coverage and meet team KPIs.
  • Promptly respond to emails, live chats, and ticket requests in a way that aligns with the Sit 'n Sleep brand and experience.
  • Use product and policy knowledge to inform guests of purchase inquiries and manage customer expectations.
  • Assist with responding to negative reviews and resolve issues to the guest's satisfaction.
  • Handle warranty claims and act as a liaison between vendors and customers.
  • Resolve delivery discrepancies and support sales team with order-related issues.
  • Process requests for exchange and work on detailed reports and projects.
Requirements
  • High School Diploma/GED Equivalent
  • 2+ years of Customer Service and/or Call Center experience
  • Typing 40 wpm
  • Basic computer knowledge
  • Proven ability to handle difficult customer service issues and negotiate win-win solutions
What We Offer

Sit 'n Sleep is an equal opportunity employer and offers a competitive salary and benefits package. We are committed to providing a positive and inclusive work environment.