Resident, a mattress and home furnishings company, is hiring work at home customer support (resolution) reps in the U.S. These are full-time home-based positions assisting customers via phone and email.
All work at home customer support reps must have a dedicated, quiet home office space from which to work.
From the company:
“Since our founding of the award-winning Nectar Sleep in 2016, we have since launched additional new brands with the same mission of making inspiring products people love coming home to.
“Every part of our company is built around growth, experimentation and velocity. If you believe in the importance of data-driven decision making, naturally curious and possess a truly customer-centric orientation, we might just be the right company for you!”
Requirements (from work-at-home job listing):
- 2+ years experience in a customer service position with a focus on esclations and retention (remote/startup environment a plus)
- High School Diploma or equivalent
- Ability to think critically and creatively to resolve customer concerns
- Highly detail oriented with excellent documentation skills and sense of personal accountability
- Strong conflict resolution and de-escalation skills
- Curiosity and ability to notice trends and collect insights from customers
- Motivation to close communication gaps and provide meaningful feedback
- Ability to consistently meet SLAs and performance goals for metrics and KPIs
- Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence
- Strong written communication skills and ability to recall and coherently summarize complex issues and situations
- Comfortable and familiar with working from home and being a self-starter
- Ability to bring an upbeat, professional, and respectful approach to every customer and coworker each day
- Experience/proficiency in web tools such as Kusomter, Google Suite, Slack, and Asana
- Strong computer skills with the ability to type 50+ WPM
Responsibilities (from listing):
- Provides prompt and resolution driven outbound customer support for dissatisfied customers on a variety of platforms
- Offers best in class customer experience and handles every customer with meticulous care and attention
- Works with customers to resolve their difficulties and complaints by offering exceptional customer focused solutions and demonstrating an elevated level of attention, care, and follow through
- Responds to post-purchase customer reviews with a focus on transforming any negative experience by building trust and rapport, and offering solutions that meet and exceed customer expectations
- Provides outreach to customers who respond negatively to customer service feedback surveys to address and resolve their dissatisfaction and improve the customer experience
- Is a Subject Matter Expert/Brand Ambassador for all of our brands and products
- Drives business growth and revenue by assisting with any sales inquiries or opportunities to cross sell/upsell
- Has a strong focus on retention by creating opportunities and options for customers interested in cancelling/returning orders
- Uses available tools and resources to document and track follow ups and action items in order to ensure each customer is handled swiftly and thoroughly
If interested in learning more about this remote opportunity, please see the original home-based job listing. Good luck!
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