Customer Service Representative II

Sit n Sleep•Gardena, CA

About The Position

Customer Service Representatives handle a high volume of inbound and outbound calls, emails, live chats, tickets, and social media inquiries to resolve internal and external guest issues and concerns. The role supports guests with product and purchase questions, warranty claims, delivery discrepancies, exchanges, and other order-related matters, while working with vendors, sales, delivery personnel, and corporate departments. The representative also contributes to reports and projects and provides management with feedback on processes and procedures. The position has no direct supervisory responsibilities and is performed in a typical office environment using standard equipment. It involves extensive computer and desk work as well as regular physical movement and lifting. No travel is required. Sit ‘n Sleep will reasonably accommodate qualified individuals with disabilities unless doing so would create an unmitigable direct threat or undue hardship.

Requirements

High school diploma or GED equivalent.
At least 2 years of customer service and/or call center experience.
Typing speed of 40 words per minute.
Basic computer knowledge.
Proven ability to handle difficult customer service issues and negotiate win-win solutions.
Excellent phone manner and written communication skills.
Strong verbal communication skills.
Excellent time management skills and ability to multitask.
Strong organizational, planning, and problem-solving skills, with attention to detail.
Ability to work effectively with multiple teams and independently.
Strong multi-tasking abilities in a fast-paced environment.
Excellent computer skills, including Microsoft Office and Outlook.
Basic understanding of clerical procedures and systems such as recordkeeping and filing.
Must be willing to work weekends, overtime, and holidays.
Ability to work in a constant state of alertness and in a safe manner.
Regular twisting, turning, squatting, bending, reaching, lifting, and prolonged periods at a stationary or mobile workstation.
Ability to lift 20 pounds and maneuver packages weighing more than 20 pounds with appropriate equipment and/or assistance.
Must meet the position’s work authorization requirements; Sit ‘n Sleep participates in the U.S. Department of Homeland Security’s E-Verify program.

Responsibilities

Maintain availability in designated phone queues to ensure coverage and meet team KPIs.
Respond promptly to emails, live chats, ticket requests, and social media inquiries in keeping with the Sit ‘n Sleep brand and guest experience.
Use product and policy knowledge to answer purchase inquiries and manage guest expectations.
Help respond to Google and Yelp reviews, primarily negative reviews, by addressing issues, seeking guest satisfaction, and restoring the company image.
Handle warranty claims and act as a liaison between vendors and customers.
Resolve delivery discrepancies involving product quality, incomplete deliveries, or scheduling conflicts with delivery department personnel.
Support the sales team with order-related issues.
Process exchange requests related to defective products, warranty issues, or comfort concerns raised by stores or customers.
Prepare detailed reports and complete individually assigned projects.
Work with other corporate departments to address and resolve order-related issues.
Provide management with feedback on current processes and procedures to help improve department processes.
Complete other projects and responsibilities as assigned at the company's discretion.