Customer Service Representative II

Sit n Sleep Inc•Gardena, CA

3h•$19 - $21•Onsite

About The Position

Customer Service Representatives field a high number of inbound and outbound calls, emails, live chats, tickets, and social media inquiries to resolve internal and external guest issues and concerns.

Requirements

Excellent time management skills and ability to multitask.
Strong verbal and written communication skills.
Team player who works together with multiple teams to create effective solutions.
Attention to detail and problem solving.
Strong organizational and planning skills.
Excellent computer skills including Microsoft Office, Outlook.
Basic understanding of clerical procedures and systems such as recordkeeping and filing.
Ability to work independently.
Typing 40 wpm
2+ years Customer Service and/or Call Center experience
Basic computer knowledge
Proven ability to handle difficult Customer Service issues and negotiate win-win solutions.
Excellent Phone Manner & written communication skills
Strong organizational abilities
Strong multi-tasking abilities in a face paced environment.

Responsibilities

Be available in designated phone queues to ensure proper coverage is always maintained to meet team KPI’s.
Promptly respond to emails, live chats, ticket requests and social media inquiries in a way that is up to par with the Sit ‘n Sleep brand and experience.
Use product & policy knowledge to properly inform guests of purchase inquiries and manage customer expectations around it.
Assist with responding to Google/Yelp Reviews – primarily the negative reviews to turn the guest’s experience around, rectify any issues to the guest’s satisfaction and restore company image.
Handle warranty claims and act as a liaison between vendors and customers.
Resolve delivery discrepancies related to product quality, incomplete deliveries, or scheduling conflicts with the assistance of delivery department personnel.
Support sales team with various order related issues.
Process requests for exchange when defective, warranty or comfort issues are called in by store or customer.
Work on detailed reports and various projects assigned individually.
Work directly with other corporate departments to address and resolve various order related issues.
Provide feedback to management regarding current processes and procedures to help improve department processes.
Other projects and responsibilities may be added at the company's discretion.