Location: Remote **Must have quiet, dedicated workspace
Hours: 8am -4:30pm PST, Monday-Friday, Weekends and Holidays may be required
Rate: $18.70 hourly
CRAFT MEETS COMFORT. At Resident, we believe your living space shouldn’t just look good, it should feel good. That’s why we’ve created a house of brands that focuses on quality materials, timeless style, and most importantly, comfort. Our current brands include the award-winning Nectar, DreamCloud, Awara, and Siena products and we continue to invest in new categories to broaden our offering and address our customer’s needs.
Since our inception in 2017, Resident has become one of the fastest-growing, scaled, and profitable omnichannel retailers in North America. We are a disruptor in the broader home furnishings category underpinned by deep and proven expertise in data science & analytics, performance marketing, and e-commerce technology. As our business continues to grow, we are focused on building world-class retail, finance, operations, logistics, data science, performance marketing, and customer success-driven teams that thrive in a modern work environment.
At Resident, our staff is dedicated to the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.
To be considered for this remote opportunity, you must reside and be authorized to work within 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 dissatisfied customers via outbound phone calls and emails to address their concerns. Exceeds customer expectations by providing personalized resolutions with the objective to improve customer sentiment, loyalty, and retention.
Responsibilities:
Works with dissatisfied customers to resolve any difficulties or complaints by proactively reaching out and offering customer focused solutions and demonstrating an elevated level of attention, care, and follow through
Quickly and thoroughly responds to customer reviews and surveys with a focus on transforming any negative experience into a positive one by building trust and rapport, and offering timely and effective resolutions that exceed customer expectations
Repairs the relationship with the customer by taking ownership of the customer’s support experience and serving as their point of contact throughout the resolution process
Reviews each dissatisfied customer experience including account history, order details, and prior correspondence with the support team in preparation for response and outreach, ensures internal notes are up to date and contain adequate detail
Comfortable handling a high volume of customer dissatisfaction inquiries while using a variety of available tools and resources (including Five9, G Suite, Slack, YOTPO, and internal systems and knowledgebases) to stay up to date on processes, track action items and to-dos, and ensure each customer is provided timely, efficient and accurate resolutions
Attends weekly video meetings including team meetings, coaching sessions, touch bases, and trainings as scheduled and shares front line insights with team leadership to help drive continuous improvement in our customer experience
Is a subject matter expert and brand ambassador for all of our brands and products and has a strong focus on retention by creating opportunities and options for customers interested in canceling/returning orders
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
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, citizenship, genetics, disability, age, veteran status or other characteristics.