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Customer Care Specialist

POSITION SUMMARY
Our Customer Care Specialists (a.k.a. "Comfort Gurus") are tasked with providing world-class, professional support and service to our valued customers. Our specialists can be placed on any number of teams within the service and support center. This includes core servicing (calls, chats, email) and operations support. Regardless of assignment, our specialists are all focused on ensuring that our customers receive top-notch customer care at every touch point.
No Sundays
3 weeks vacation per year
Free mattress after 6 months!
Medical, Dental, Vision, HSA, FSA, AD&D and Life after 30 days, Purple pays 75% of premium. 401K option
ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties and responsibilities Include the following. Other duties may be assigned to meet business needs.
Respond to customer inquiries via phone, chat, email, text or social media, taking appropriate action to ensure each customer receives world class customer service.
Process product orders for customers (via phone, using eCommerce application).
Assist customers with website navigation, online checkout process, or technical issues.
Provide detailed notes and documentation for each customer interaction.
Maintain acceptable customer satisfaction and quality monitoring ratings.
Maintain acceptable productivity, schedule adherence and utilization levels.
Meet all individual performance metrics.
Maintain in-depth, detailed, current knowledge of all products, including warranty/returns/refunds policies and procedures.
Depending on assignment, may be tasked with any number of administrative processes, including returns, warranties, exchanges, cancellations, chargebacks, financing and payment options, fulfillment issues, showroom support, front desk/reception, etc.
EDUCATION/EXPERIENCE REQUIREMENTS
High School Diploma or GED (some college preferred)
Minimum two years customer service experience, preferably in a call center environment
Experience with inContact preferred
Experience with NetSuite preferred
Experience with Google Docs
Knowledge of mattress industry helpful
Some sales experience preferred
KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.
Ability to thrive in a fast-paced, high-energy, change-oriented environment
Stellar communication skills
Punctual and dependable
Hard working with excellent attendance
Superior computer and typing skills
Schedule flexibility (including evenings until 7P and Saturdays until 4P)
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.
While performing the duties of this job, the employee is regularly required to sit, talk, and/or hear. The employee is frequently required to use hands to finger, handle or feel. The employee is occasionally required to reach with hands and arms. The employee is occasionally required to climb or balance, stoop, kneel, crouch and/or crawl. The employee must also occasionally lift and/or move up to 20 pounds. Specific vision abilities include close vision and color vision. The employee is also required to frequently inspect the project and may be exposed to ongoing construction and various weather conditions. The noise level in the work environment may range from moderate to loud.



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