Customer Care & Sales Associate

Good Feet Midwest•West Allis, WI

22d•$45,000 - $75,000

About The Position

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. Ideal candidates will have experience combining empathetic listening with consultative sales to help customers feel understood, supported, and confident in their next steps.

Requirements

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.

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.

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