Customer Service Specialist

CUSTOMER SERVICE SPECIALIST (CSS)

BEDDY'S IS PROUD TO PROVIDE A WORK ENVIRONMENT FOCUSED ON BEING FUN, FAIR, AND FLEXIBLE. OUR EMPLOYEES TAKE CARE OF ONE ANOTHER AND WORK AS A TEAM IN VARIOUS ROLES AS NEEDED.

Hours

Full-Time:

• 40 hours per week
• Standard schedule is 8 hours per day in-office
• Some evening availability may be required

Location

Beddy's offices; 5491 Hammerfest Dr. #201 South Jordan, UT 84009. Must live in Utah and be able to work in our South Jordan office Monday - Thursday.

Pay

$17.00 per hour

DESCRIPTION

Customer Service Specialists support our customers across multiple communication channels while helping maintain a consistent, thoughtful experience that reflects the Beddy's brand.

This role focuses on clear communication, problem-solving, and strong attention to detail. Team members are expected to manage their time well, stay up to date on products and policies, and contribute to both daily support and ongoing team needs.

All Customer Service Specialists share the same core responsibilities. In addition, each team member is assigned an area of focus to support team coverage and business needs. These assignments do not change the role or level of the position and may shift over time.

RESPONSIBILITIES

• Proficient in customer service platforms (Gorgias or similar) with a focus on email and chat
• Understand and apply company policies as they relate to customer interactions
• Provide a positive, solutions-focused support experience for customers
• Communicate clearly and professionally across all channels
• Collaborate with team members and leadership to ensure consistency
• Maintain a strong understanding of products, services, and current initiatives
• Accurately document customer interactions, feedback, and relevant details
• Identify trends, recurring issues, and opportunities to improve the customer experience
• Manage time effectively and prioritize tasks to meet response expectations
• Assist with coverage during high-volume periods or team absences
• Participate in team meetings and ongoing training
• Complete additional assignments and projects as directed

ASSIGNED AREAS OF FOCUS

(Designated by Manager; all CSS team members support across channels as needed)

Email & Chat

• Support the majority of customer inquiries through email and chat
• Ensure timely, accurate responses and clear resolution paths
• Handle questions, concerns, and order support with attention to detail
• Maintain organized and thorough documentation within the platform
• Monitor and respond to customer reviews as assigned

Social Media & Phones

• Support customer interactions across social platforms and phone channels
• Engage with customers in a way that reflects brand voice and tone
• Monitor activity, respond to inquiries, and identify engagement opportunities
• Provide a consistent and positive experience across public-facing channels
• Escalate or route conversations as needed

Customer Resolutions & Support

• Manage shipping protection claims, chargebacks, and order-related concerns
• Resolve issues related to shipping, missing items, and delivery exceptions
• Review and respond to customer feedback and reviews as assigned
• Research and follow through on more complex customer situations
• Maintain accurate documentation and ensure clear resolution outcomes
• Identify patterns or recurring issues and share insights with the team
• Step in to support other channels during high-volume periods or as needed

PERFORMANCE EXPECTATIONS

• Maintain consistent, timely responses within assigned responsibilities
• Communicate in a way that reflects Beddy's brand voice and values
• Demonstrate accuracy in applying policies and documenting interactions
• Show ownership of assigned work and follow through to completion
• Stay informed on product updates, processes, and team communication
• Be adaptable and willing to support shifting team needs
• Contribute to a positive, collaborative team environment
• Identify opportunities to improve the customer experience and share feedback

REQUIREMENTS

• High school diploma or equivalent
• 1+ year of customer service experience preferred (or equivalent experience)
• Experience with customer service platforms such as Gorgias or similar tools preferred
• Familiarity with social media platforms (Instagram, Facebook, TikTok) preferred
• Basic proficiency in Google Workspace and/or Microsoft Office
• Strong written and verbal communication skills
• Ability to self-manage, prioritize, and complete tasks accurately and on time
• Comfortable working both independently and as part of a team
• Positive, solutions-oriented approach to customer interactions
• Reliable internet access for remote work (every Friday)

COMPENSATION AND BENEFITS

• Health, dental, vision, and life insurance
• 401(k) with company match, 1 year waiting period
• Paid time off and paid holidays
• Employee product discount
• Schedule: Monday-Thursday in office (South Jordan, UT area), Friday remote.