What are the responsibilities and job description for the E-Commerce Customer Service Specialist position at SleepGeekz?
ABOUT US:
SleepGeekz is a rapidly growing eCommerce business, specializing in superior-quality adjustable bases and luxury mattresses while providing world-class support to our existing customers. Our mission is to offer the best shopping experience for our diverse customer base and help them sleep better at night.
SUMMARY:
SleepGeekz is looking for a Customer Experience Representative to ensure complete customer satisfaction while driving company sales. This role is responsible for providing a positive customer experience that leads to improved client satisfaction. This role will provide product and service information, resolve any emerging issues that customer accounts might face, and inform customers on the status of their orders with accuracy and efficiency. Strong problem-solving skills, confidence, troubleshooting, and the ability to sympathize with all character types are required for optimal job performance. The ideal candidate will ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Respond to customer inquiries in a Tier 1 capacity using multiple communication channels.
(Example: live chat, email, and phone).
Handle and resolve customer requests related to billing, account changes, and basic technical support/troubleshooting.
Maintain intellectual curiosity of company products and services and complete continuing education.
Contribute to process improvements by leveraging direct feedback and experience and proposing new initiatives or changes.
Promote company products, features, and benefits through consultative customer qualification.
Meet both personal and team-based monthly productivity targets and quality standards.
Stay updated on all operational systems, processes, and procedures, as well as company policies.
Work on various customer-related special projects from time to time, as necessary.
Maintain effective and harmonious working relationships with peers and other company staff.
REQUIREMENTS:
Experience working with inbound and outbound calls, customer retention, and inside sales highly preferred.
Demonstrated ability to prioritize tasks and manage time efficiently.
Basic computer skills in various software and web-based applications
PHYSICAL DEMANDS:
Required to sit for long periods of time.
Requires manual dexterity with normal hand and finger movements for typical office work and the use of various electronics.