Resident is an industry-leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night’s sleep)!
Oh, and by the way – we’ve been doing the “remote work thing” since the day we started. So you can expect a hard working team of people that understands how to create meaningful connections and get great work done virtually – it’s in our nature!
This is a fully remote position. To be considered for this opportunity you must reside within and have the right to work in the United States.
About the role
The Customer Service Specialist role is responsible for assisting our Canadian customers and addressing any of their sleep or comfort needs. The Customer Service Specialist will work to identify and overcome customer concerns with their purchase. A successful Specialist should also be motivated to assist customers with pre and post delivery returns and cancellations. Our Specialists convey passion for our products and their customers each and every day and are incredibly driven to hit their individual revenue goals with accuracy and integrity.
Responsibilities
Work inbound and outbound channels to provide a world-class customer experience to our Canadian customers and able to do so in both French and English.
Use a customer experience mindset to manage customer requests, while working to resolve them.
Be comfortable handling a high volume of product and service questions.
Achieve and exceed monthly retention and productivity goals – strong work ethic and excellence are key!
Utilize your innate sales skills- active listening, qualifying customers, and helping lead the customer to the right product for them.
Be prepared to become a ‘mattress and sleep expert’- open to learning new concepts, adept at remembering details, quick on your feet with accurate recall of key information.
Be proficient with multi-tasking, entering data while assisting customers and communicating using company resources(I.E. Slack, Google Hangouts).
Surface what you see – share your front line insights with team leads, supervisors and managers to help drive continuous improvement in our customer experience.
Answers customer requests or inquiries concerning products, overcoming objections and creating a solution to retain customers.
Continually maintain working knowledge of all company products, services and promotions
Adhere to daily schedule, being consistent and reliable with adherence and attendance.
Help contribute to a strong and healthy retention culture for the team, that keeps teammates engaged and motivated to reach target business goals and build a positive team culture.
Operate through our core values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.
Be open to feedback and be constantly willing to learn and apply feedback immediately.
Requirements
Open availability and able to work weekend and key holidays.
Fluent in speaking and writing French and English.
1 to 2 years of retention or customer success experience.
A minimum of 1 year of high volume sales experience in any environment.
1 to 2 years of B2B or DTC service/support experience in a call center or remote environment.
Comfortable with key sales and service metrics and meeting sales goals
Experience working in a commission sales environment, preferred.
Great interpersonal skills with the ability to bring an upbeat, professional and respectful approach to internal and external customers.
Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
A demonstrated ability to listen to customer needs.
Excellent written and spoken communication.
Comfort and familiarity with working from home and being a self-starter.
Strong computer literacy with the ability to quickly learn and adapt to new platforms.
Experience/proficiency in programs such as Five9, Chat Tools, Google Suite, and Slack.
Blazing fast internet connection.
What We Offer (subject to eligibility requirements):
Remote-first workplace (since 2016!)
Competitive pay
Health, Vision & Dental Insurance
HSA company contributions
401K with company match component
Generous Paid Time Off
Wellness benefits
WFH office and cell phone/internet stipend
A FREE MATTRESS plus an awesome Friends and Family discount!
If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The hourly pay range for this position is $19.50 – $21.75. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at [email protected]
Resident is a privately-held company headquartered in San Francisco, CA., with a dedicated New York City office, London and an R&D facility in Tel Aviv. Learn more at: https://www.residenthome.com
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.