Customer Experience Specialist

Job Title: Customer Experience Specialist

Company: Sleep On Latex

Location: Niles, IL

Salary: $50,000-55,000 per year

Job type: Full-time

Job Description

Company Summary:

Sleep On Latex was founded in 2013 and has quickly grown to become the largest online retailer of natural latex mattress products in the USA. Our products are all made with natural latex foam, which is produced from natural latex, harvested from rubber trees in Sri Lanka. Natural latex foam is environmentally friendly, healthy, and extremely comfortable.

All our products are sold through our website and other online sales channels. It is very important for us to connect directly to our customers to provide fast, reliable, and most importantly, friendly, customer service. We strongly believe that by shipping products directly from our factory to our customers, we can provide the best buying experience possible. We pride ourselves on being able to offer a great product, for a great price, with amazing customer service. From the office to the factory floor our employees are focused on creating great products and exceeding our customers’ expectations.

We are currently seeking two full-time Customer Experience Specialists to join our team!

Job Summary:

As the Customer Experience Specialist, you will respond to customer inquiries, assist customers with product selection, and professionally address customer concerns. You will be responsible for the prompt and proper resolution of customer questions or concerns by providing additional information or engaging with others within the company to provide a solution according to company procedures.

Duties and Responsibilities:

• Act as the voice of Sleep On Latex when communicating with customers via phone, email, and chat
• Provide knowledgeable answers to technical questions about our products
• Assist customers in choosing the best products to fit their needs
• Process customer orders and maintain customer relationships
• Communicate with other departments to ensure customer satisfaction and accommodate special requests
• Coordinate with our shipping partners to resolve delivery issues and set up return pickups
• Develop creative solutions to enhance customer experience
• Collaborate with other team members to create promotional content and assist in marketing efforts

Qualifications:

• Bachelor’s Degree Required
• 2 years’ experience in customer service, e-commerce operations preferred
• Excellent verbal and written communication skills
• Experience using multiple lines of communication (email/phone/chat/social)
• A positive attitude with excellent interpersonal skills
• Analytical and organized with high attention to detail
• The ability to thrive under pressure in a fast-paced environment
• A strong desire to not only assist customers, but also give them a memorable and satisfying buying experience by going above and beyond their expectations.

This is a full-time position with a 5 day per week schedule requirement.

Training for this position will be Monday - Friday from 8am - 5pm.
Once training is completed, employee will be added to the rotating schedule of Monday - Saturday from either 8:30am - 5:30pm or 7:30am - 4:30pm. We are closed Sunday's.

This position does include benefits such as: Medical, Dental, & Vision Insurance, Paid Time Off (PTO), a 401k Company-Matching Program, Paid Holidays, and work-from-home flexibility.

**Sleep On Latex is an EEO employer**

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• In-person
• Office

Education:

• Bachelor's (Required)

Work Location: In person

Salary : $50,000 - $55,000