Customer Service Representative II

Customer Service Representative

Customer Service Representatives field a high number of inbound and outbound calls, emails, live chats, tickets, and social media inquiries to resolve internal and external guest issues and concerns.

Essential Functions

• Be available in designated phone queues to ensure proper coverage is always maintained to meet team KPI’s.
• Promptly respond to emails, live chats, ticket requests and social media inquiries in a way that is up to par with the Sit ‘n Sleep brand and experience.
• Use product & policy knowledge to properly inform guests of purchase inquiries and manage customer expectations around it.
• Assist with responding to Google/Yelp Reviews – primarily the negative reviews to turn the guest’s experience around, rectify any issues to the guest’s satisfaction and restore company image.
• Handle warranty claims and act as a liaison between vendors and customers
• Resolve delivery discrepancies related to product quality, incomplete deliveries, or scheduling conflicts with the assistance of delivery department personnel.
• Support sales team with various order related issues
• Process requests for exchange when defective, warranty or comfort issues are called in by store or customer.
• Work on detailed reports and various projects assigned individually.
• Work directly with other corporate departments to address and resolve various order related issues.
• Provide feedback to management regarding current processes and procedures to help improve department processes.
• Other projects and responsibilities may be added at the company's discretion.

Competencies

• Excellent time management skills and ability to multitask.
• Strong verbal and written communication skills
• Team player who works together with multiple teams to create effective solutions.
• Attention to detail and problem solving.
• Strong organizational and planning skills
• Excellent computer skills including Microsoft Office, Outlook,
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.
• Ability to work independently.

Supervisory Responsibilities

• No direct supervisory responsibilities.

Work Environment

• Typical office environment with standard equipment and tasks.
• Position requires work at a computer/video display terminal and desk for extensive periods of time.
• Must Be Willing to Work Weekends, Overtime, and Holidays

Physical Demands

• The ability to work in a constant state of alertness and in a safe manner is required for this position.
• Requires regular twisting/turning/squatting/bending/reaching/lifting and prolonged periods at a stationary/mobile workstation.
• Ability to lift 20 pounds.
• Ability to maneuver packages of any weight above 20 pounds with appropriate equipment and/or assistance from another person.

Sit ‘n Sleep will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to Sit ‘n Sleep. Applicants who require reasonable accommodation should submit a written request to the Human Resources Department.

Travel Required

• No travel required.

Required Education and Experience

Education

• High School Diploma/GED Equivalent

Knowledge Requirements:

• Typing 40 wpm
• 2+ years Customer Service and/or Call Center experience
• Basic computer knowledge

Experience

• Proven ability to handle difficult Customer Service issues and negotiate win-win solutions.
• Excellent Phone Manner & written communication skills
• Strong organizational abilities
• Strong multi-tasking abilities in a face paced environment.

Work Authorization Requirements

Sit ‘n Sleep participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program.

Affirmative Action (AA)/Equal Employment Opportunity (EEO) Statement

Sit ‘n Sleep is an AA/EEO employer and prohibits discrimination and harassment against any applicant or employee on the basis of race, color, religion, national origin, citizenship, genetic information, age (except for bona fide occupational qualifications), sex, pregnancy (including childbirth or a related medical condition), disability, sexual orientation, gender identity, gender expression, marital status, military leave or service, status as a disabled veteran or other covered veteran status, participation in EEO protected activity, any other status protected by federal, state, or local law, or association with a person on the basis of one or more of the foregoing.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.