Customer Care Specialist

Responsibilities Respond to customer inquiries via phone, chat, email, text or social media, taking appropriate action to ensure each customer receives world class customer service. Process product orders for customers (via phone, using eCommerce application). Assist customers with website navigation, online checkout process, or technical issues. Provide detailed notes and documentation for each customer interaction. Maintain acceptable customer satisfaction and quality monitoring ratings. Maintain acceptable productivity, schedule adherence and utilization levels. Meet all individual performance metrics. Maintain in-depth, detailed, current knowledge of all products, including warranty/returns/refunds policies and procedures. Must be able to work cross-functionally in chat, email, and phones. May be asked to work from home due to inclement weather or system outages. Must work in office through training and completing of initial PWP certification. May be required to work in office if additional training or collaboration is needed and for department and team meetings. Requirements High School Diploma or GED (some college preferred) Minimum two years customer service experience, preferably in a call center environment Minimum typing speed of 30 WPM Experience with inContact preferred Experience with NetSuite preferred Experience with Zendesk preferred Knowledge of mattress industry helpful Some sales experience preferred PWP certification #J-18808-Ljbffr