**This is a Remote, Work From Home Position. Expected hours are 6a-2:30p, 8a-4:30p PST, Monday-Friday. Weekends and Holidays may be required. You must have a quiet, dedicated workspace. Candidates must reside in and be authorized to work in the United States.**
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.
Job Overview:
The Customer Feedback Specialist is responsible for providing best in class customer service to customers based on their submitted feedback through our multiple feedback channels. Performs daily outreach to customers via outbound calls and emails to ensure improvement of the customer sentiment, loyalty, and retention and exceed customer expectations.
Responsibilities:
- Quickly and thoroughly addresses customers’ feedback and concerns as expressed in reviews and surveys from start to finish via phone and email.
- Works with customers to resolve any difficulties or complaints by offering exceptional customer focused solutions and demonstrating an elevated level of attention, care, and follow through
- Responds to post-purchase customer reviews and surveys with a focus on transforming any negative experience by building trust and rapport, and offering resolutions that meet and exceed customer expectations
- Takes ownership of each customer account by staying in contact and following up consistently to ensure quick resolutions, establish trust, and repair our relationship with the customer
- Performs preliminary research prior to assisting the customer and responding to their feedback. Reviews customer communications such as calls, emails, and chats and makes sure internal notes are up to date and contain adequate detail
- Uses all tools and resources (YOTPO, Kustomer, Google Calendar, Slack, Resident Admin) to track action items and to-dos and ensure each customer is handled swiftly and no customer is left behind
- Provides support to customers who have purchased through Amazon including processing returns, warranty replacements, and answering any questions or concerns the customer may have
- Multi-tasks on a variety of web based tools simultaneously to efficiently and effectively address customer inquiries. Comfortable handling a high volume of customer dissatisfaction inquiries
- Shares front line insights with team leads, supervisors and managers to help drive continuous improvement in our customer experience
- Has a strong focus on retention by creating opportunities and options for customers interested in cancelling/returning orders
- Is a subject matter expert and brand ambassador for all of our brands and products and drives business growth and revenue by assisting with any sales inquiries or opportunities to cross sell/upsell
- Attends weekly video meetings including team meetings, coaching sessions, touch bases, and other trainings as scheduled
- Accurate record keeping of feedback and outreach
Requirements:
- A minimum of 2 years of customer support, retention or escalation experience in a fast-paced direct to consumer Customer Success/Experience call center or remote environment
- Excellent written and spoken English
- Ability to recognize and understand customer sentiment
- Comfortable diffusing negative feedback with strong resolution and positive redirection skills
- Experience handling a high volume of customer inquiries
- Highly detail oriented and thorough with excellent documentation skills and sense of personal accountability
- Able to think critically and creatively to resolve customer issues.
- Ability to troubleshoot and problem solve on your own
- Is accountable and consistent, documents in detail and represents Resident in a professional and friendly manner.
- Curiosity and ability to notice trends and collect insights from customers
- Motivation to close communication gaps and provide meaningful feedback
- Ability to consistently meet SLAs and performance goals for metrics and KPIs
- Comfortable and familiar with working from home and being a self-starter
- Ability to bring an upbeat, professional and respectful approach to every customer and coworker each day
- Experience/proficiency in web tools such as Kustomer, Google Suite, Slack, and Asana
- Strong computer skills with the ability to type 50+ WPM