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Customer Experience Representative

2 weeks ago

Rock Hill, SC, United States BEDGEAR Full time
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

Why Work @ BEDGEAR?

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

About BEDGEAR® PERFORMANCE®

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®

Learn more at bedgear.com.

Summary: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.

Essential Functions (include but not limited to):

Key Responsibilities:
  • 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 resolution.
  • Maintain accurate records of customer interactions, issues, recommendations, and sales outcomes using ERP and CRM systems.
  • Expedite orders when needed by investigating and coordinating with inventory, logistics, or vendor partners.
  • Track and report on sales opportunities created through customer interactions to support team and company revenue goals.
  • Ensure confidential handling of all customer data in accordance with company policies.
This job description is intended as a general guideline and should not be considered an exhaustive list of responsibilities. The Customer Experience Representative may be required to perform additional duties, as well as be tasked with special projects as needed.

Qualifications/Requirements:
  • Must be 18 years of age or older.
  • HS Diploma or GED required
  • Must be legally authorized to work in the United States and have IDs needed to verify.
  • English proficient (reading, writing, speaking, comprehension)
  • Successful completion of a criminal background check is required
  • Computer savvy; proficient with Microsoft Office
Skills:
  • ERP & CRM software experience (e.g., SAP, NetSuite, IBM Lotus Notes)
  • Accurate data entry and documentation
  • Problem-solving and critical thinking
  • Microsoft Office Suite (intermediate proficiency)
  • High-level written and verbal communication
  • Basic product troubleshooting
  • Customer issue triage and escalation procedures
  • Direct to consumer via telephone sales
Education/Experience/License Requirements:
  • High School Diploma or GED required
  • 1-2 years of experience in customer service or support roles
  • Direct to consumer via telephone sales experience
  • English proficiency (reading, writing, speaking, comprehension)
  • Bilingual (Spanish) preferred but not required

MUST HAVE: Ability to prioritize effectively and operate efficiently; use sound judgment to make rational decisions; ability to recognize opportunities and evoke change where applicable; must be objective v. subjective; strong follow up skills; intrapersonal skills; excellent communication skills; attention to detail and process orientation; problem solving skills; coaching and mentoring skills; must have thorough understanding of company's confidentiality agreement.

Sensory Requirements: Should have working use of hearing and vision with or without the use of corrective lenses/hearing aids to be able to read paperwork, work on a computer screen for an extended period of time and frequently speak on the phone.

Language Skills: English proficiency required (reading, writing, speaking, comprehension). Knowledge of an additional language(s) is a plus

Mathematical Skills: Basic arithmetic and algebra

Reasoning Ability: Solid understanding of branding and marketing communications strategies and tactics; excellent planning and problem-solving skills with limited resources; ability to effectively prioritize and project manage multiple assignments at any given time. Ability to use judgement to make important decisions.

Work Environment: Indoor office environment most times.

Physical Demands:

ACTIVITY

FREQUENCY ACTIVITY

FREQUENCY

N

Never

O

Occas

F

Freq

C

Const

N

Never

O

Occas

F

Freq

C

Const

Lift/Carry:

10 Lbs. Or less

x

Climb

x

11-15 Lbs.

x

Crawl

x

16-20 Lbs.

x

Reach

Above Shoulder

x

21-40 Lbs.

x

Reach Outward

x

41-50 Lbs.

x

Handling/Fingering

x

50- 100 Lbs.

x

Stand

x

Over 100 Lbs.

x

Push/Pull:

Walk

x

12 Lbs. Or less

x

Sit

x

13-20 Lbs.

x

26-40 Lbs.

x

Drive:

41-100 Lbs.

x

Automatic

x

Standard

x

Bend

x

Squat/Kneel

x

Twist/Turn

x

Type/Keyboard

x

Appropriate work intensity level: Sedentary Light Medium HeavyVery Heavy

Key:

N-Never

O-Occasional; 1-33% of time

F-Frequent; 34-66% of time

C-Constant; 67-100% of time

BEDGEAR® is proud to be an Equal Opportunity Employer that participates in the E-Verify program