Customer Care & Sales Associate

Job Description

Job Description

Customer Care & Sales Associate
At Good Feet Midwest, we believe everyone deserves to live life without limits caused by foot, knee, hip, or back pain. As part of our mission, we provide personally fitted arch supports that help customers find comfort, balance, and long-term relief. The Customer Care & Sales Associate plays a vital role in supporting that mission by serving as a trusted guide for our customers - ensuring they feel heard, supported, and confident in their journey to a healthier, more active lifestyle.

This position is more than a call center role. It’s about building meaningful connections, restoring trust, and creating solutions that empower people to get back to living the life they love.

After training, this role has the potential to become a hybrid role.  Bilingual applicants encouraged to apply!

Ideal candidates will have experience combining empathetic listening with consultative sales to help customers feel understood, supported, and confident in their next steps.   Bilingual candidates are strongly encouraged to apply and are highly valued on our team.

Benefits:
At Good Feet Midwest, we believe in caring for the whole employee and offer the following benefits:

• Competitive salary and bonus structure 
• Average Pay: 45,000.00-75,000.00+ based on an hourly rate, commission, and bonus.
• Paid training and onboarding with continuous development programs 
• High-growth retailer with ample opportunities for advancement   
• Medical, Dental, and Vision insurance – 1st of the month after 30 days of employment  
• Competitive PTO program with several paid Holidays  
• 401K with a company match 
• Exclusive Member Deals 
• Financial Wellness Program 
• Flexible Spending Accounts (FSA) for medical expenses and Dependent Care FSA
• Voluntary Benefits including: Life Insurance and Accidental Death & Dismemberment (AD&D), Short-Term and Long-Term Disability coverage, Critical Illness Insurance, Hospital Indemnity Insurance, Accident Insurance, Legal Insurance (MetLaw), Whole Life Insurance with Long-Term Care Rider
• Cancer Advocate Plus Program – personalized cancer management and screening resources

Core Responsibilities:

Queue Call Handling

• Manage inbound call queues with a focus on sales conversion, retention, and first-call resolution.
• Provide personalized product recommendations and schedule in-store appointments to help customers get the support they need.
• Serve as the first point of contact for questions about products, services, or procedures.
• Contribute to the development of training materials, scripts, and SOPs.

Consumer Follow-Up

• Conduct timely follow-up with customers after initial inquiries, escalations, or complaints.
• Ensure concerns have been fully addressed and satisfaction has been restored.
• Rebuild trust with at-risk or dissatisfied customers to strengthen retention.
• Provide real-time peer support during or after customer interactions.

Lead Follow-Up & Sales Conversion

• Engage warm leads via phone, email, or CRM to book in-store consultations to drive sales.
• Apply consultative selling to educate prospects on how Good Feet supports can improve their daily lives.
• Document and track all interactions in Salesforce and Appointedd.

Store Maintenance in Salesforce & Appointedd

• Keep store information, services, and promotions current across platforms.
• Ensure accurate scheduling and synchronization of appointments.
• Monitor online reviews and questions, responding with professionalism and empathy that reflects our brand voice.

Customer Issue Resolution & Dispute Management

• Investigate and resolve customer complaints received through channels such as BBB, Attorney General, or corporate escalations.
• Work cross-functionally with leadership and compliance to resolve high-impact concerns.
• Document resolutions thoroughly in Salesforce.

Operational Support

• Assist with daily call center workflow, including escalations and shift coverage.
• Track and report performance metrics to the Team Manager.
• Promote a supportive and motivated team culture.
• Recommend process improvements that enhance efficiency and customer experience.

Product & Process Expertise

• Maintain deep knowledge of our products, promotions, and policies.
• Guide customers through complex issues with patience and clarity.
• Translate technical details into simple, actionable steps that help customers feel supported.

Email Box Management

• Monitor, respond, and escalate messages from the public inbox.
• Ensure timely follow-up and accurate documentation of all correspondence.

Key Skills & Qualifications

• Excellent communication and de-escalation skills.
• Ability to navigate sensitive conversations with empathy and professionalism.
• Strong knowledge of CRM platforms (Salesforce and Appointedd).
• Highly organized, detail-oriented, and solution-focused.
• Proven success in sales, retention, and or customer service.
• Ability to multi-task while remaining calm under pressure.
• Passionate about improving people’s quality of life through Good Feet’s mission.

Performance Indicators

• Resolution of escalated complaints with restored customer trust.
• Lead follow-up conversion rate into appointments and sales.
• Retention of at-risk customers.
• Quality and efficiency of call handling.
• Accuracy of store updates in CRM systems.

Schedule & Availability
This is a full‑time position (40 hours per week). Work schedule will vary based on business needs. Candidates must be available Monday–Friday between 8:00 a.m. and 7:00 p.m., Saturday from 7:00 a.m. to 5:00 p.m., and Sunday from 8:00 a.m. to 5:00 p.m.

At Good Feet Midwest, your work directly impacts people’s health and happiness. By listening, problem-solving, and guiding customers toward lasting support solutions, you’ll help them get back to the life they love.

 

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