Resident Home
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. We believe in being:
CUSTOMERS FIRST
We love numbers, but we’re obsessed with customer satisfaction. Their happiness is always our number one goal.
DATA-DRIVEN
The proof is in the data. At Resident, we look to real-time analytics to continually improve our products and customer experience.
PRODUCT FOCUSED
The best products at the best prices. A beautiful home should be comfortable, high-quality, and most of all attainable.
We’re not here to reinvent the wheel, we’re here to make it spin faster. Our team has decades of experience in the D2C space. We use that expertise to create brands that consistently outperform and challenge the status quo. If you’d like to be a part of our team as we continue to be a leader in e-commerce disruption, please reach out to learn more.
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:
Resident’s ideal candidate for this role: a self-starter with an ability to adapt quickly in a fast-paced remote environment who communicates effectively.The Retention Specialist is responsible for assisting customers in real time via phone to help address any of their sleep or comfort needs, working to identify and overcome the customers concerns with their purchase, centered around pre and post delivery returns and cancellations.
What you’ll be doing:
- Work inbound phone channels to provide a world-class customer experience to our customers.
- Use a customer experience mindset to manage customer requests, while working to resolve them.
- 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!
- 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:
- 2 years of retention or customer success experience.
- 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 can speak to the importance of things like SLA, AHT, CSAT, ACW, AOV.
- 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.
- Comfortable and familiar 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, Zendesk, Google Suite, and Slack.
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 rate for this position is $18.70. 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.