Customer Care Specialist (Hybrid: Lehi, UT)

Purple

100d • $15 - $17

About The Position

Purple is a digitally-native vertical brand with a mission to help people feel and live better through innovative comfort solutions. To us, comfort means more than great products, it means empowering every employee to feel comfortable being themselves. We believe your career at Purple will be a one-of-a-kind “Career in Comfort” because our workforce is one-of-a-kind. We are committed to a culture of collaboration where every voice is heard and understood. As an innovation company at our core, we believe a diversity workforce brings better insights, solutions and products and serves as the backbone to bettering our company. Join with us as we add to our team of exceptional individuals who will help us take over the world — one mattress at a time.

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

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.

Benefits

• Medical, Dental, Vision
• 401(k) Match
• Paid Time Off
• Earn a Mattress
• Purple Swag
• Amazing Purple Products

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees