E-Commerce Customer Service Representative
4 weeks ago
SleepGeekz is a rapidly growing eCommerce business that specializes in superior-quality adjustable bases and luxury mattresses. Our mission is to provide a world-class shopping experience for our diverse customer base, ensuring they sleep better at night.
Job Summary
We are seeking a Customer Experience Representative to ensure complete customer satisfaction while driving company sales. This role is responsible for providing a positive customer experience that leads to improved client satisfaction. The ideal candidate will ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
Key Responsibilities
• Respond to customer inquiries in a Tier 1 capacity using multiple communication channels (live chat, email, and phone)
• Handle and resolve customer requests related to billing, account changes, and basic technical support/troubleshooting
• Maintain intellectual curiosity of company products and services and complete continuing education
• Contribute to process improvements by leveraging direct feedback and experience and proposing new initiatives or changes
• Promote company products, features, and benefits through consultative customer qualification
• Meet both personal and team-based monthly productivity targets and quality standards
• Stay updated on all operational systems, processes, and procedures, as well as company policies
Requirements
• Experience working with inbound and outbound calls, customer retention, and inside sales highly preferred
• Demonstrated ability to prioritize tasks and manage time efficiently
• Basic computer skills in various software and web-based applications
Physical Demands
• Required to sit for long periods of time
• Requires manual dexterity with normal hand and finger movements for typical office work and the use of various electronics
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