Description:
The Customer Service Specialist role is responsible for assisting our Canadian customers and addressing any of their sleep or comfort needs. The Customer Service Specialist will work to identify and overcome customer concerns with their purchase. A successful Specialist should also be motivated to assist customers with pre and post delivery returns and cancellations. Our Specialists convey passion for our products and their customers each and every day and are incredibly driven to hit their individual revenue goals with accuracy and integrity.
Responsibilities
- Work inbound and outbound channels to provide a world-class customer experience to our Canadian customers and able to do so in both French and English.
- Use a customer experience mindset to manage customer requests, while working to resolve them.
- Be comfortable handling a high volume of product and service questions.
- Achieve and exceed monthly retention and productivity goals - strong work ethic and excellence are key!
- Utilize your innate sales skills- active listening, qualifying customers, and helping lead the customer to the right product for them.
- Be prepared to become a ‘mattress and sleep expert’- open to learning new concepts, adept at remembering details, quick on your feet with accurate recall of key information.
- Be proficient with multi-tasking, entering data while assisting customers and communicating using company resources(I.E. Slack, Google Hangouts).
- Surface what you see - share your front line insights with team leads, supervisors and managers to help drive continuous improvement in our customer experience.
- Answers customer requests or inquiries concerning products, overcoming objections and creating a solution to retain customers.
- Continually maintain working knowledge of all company products, services and promotions
- Adhere to daily schedule, being consistent and reliable with adherence and attendance.
- Help contribute to a strong and healthy retention culture for the team, that keeps teammates engaged and motivated to reach target business goals and build a positive team culture.
- Operate through our core values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.
- Be open to feedback and be constantly willing to learn and apply feedback immediately.