Customer Escalation Specialist – Resident – Cedar Rapids, IA

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Resident

Job details

Job Type
Full-time

Full Job Description

DESCRIPTION

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)!

Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post purchase journey. We love to use data and metrics to drive our decisions, while keeping in mind that customers don’t speak in numbers, and that each one should be treated as a member of our family.

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!

The Customer Escalation Specialist is responsible for handling escalated customers via phone and email, including customers who have filed complaints or taken other external actions to resolve their concerns. The Customer Escalation Specialist will work directly with our escalated customers to provide a prompt resolution and best in class customer service.


**This is a Remote, Work From Home Position. Expected hours are 8a-4:30p, 10a-6:30p CST, Monday-Friday. Weekends and Holidays may be required. You must have a quiet, dedicated workspace. Candidates must reside in and have authorization to work in the United States.**

Responsibilities:

  • Performs both inbound and outbound support for escalated customers via phone and email to de-escalate and manage challenging situations and circumstances
  • Works independently to provide best in class customer experience by quickly and thoroughly addressing escalated customers’ concerns
  • Responsible for seeing escalations and resolutions through from start to finish and appropriately documenting feedback and outreach
  • 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
  • Assists customers who have contacted the BBB and ensures the customer understands they are being taken care of by a Senior Advocate who will see their issue through to resolution
  • Stays in contact and follows up consistently to ensure quick resolution but also to establish trust and repair our relationship with the customer
  • Researches and meticulously documents the customer’s issue, desired resolution, and any other needs or considerations
  • Reviews customer communications such as calls, emails, and chats and makes sure internal notes are up to date and contain adequate detail
  • Prepares and submits public BBB complaint and review responses
  • Works with other internal teams as necessary to assist with ensuring actionable feedback is properly addressed
  • Comfortable communicating with others within the organization in a prompt and professional manner and providing front-line perspectives on key issues
  • Uses Asana and Kustomer as well as other tools such as Google Calendar, Slack, and other personal note keeping to track action items and to-dos and ensure each customer is handled swiftly and no customer is left behind
  • Is detail oriented, thorough, and thinks critically and creatively to resolve customer issues and provides and passes along feedback to the team about the customer experience. Is accountable and consistent, documents in detail and represents Resident in a professional and friendly manner
  • 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/up sell
  • Attends and participates in weekly video meetings including team meetings, coaching sessions, touch bases, and other trainings as scheduled


Requirements:

  • 2+ Years Experience as a Customer Service Agent or 1+ years as a Lead in a fast-paced direct to consumer Customer Success/Experience call center or remote environment
  • Excellent written and spoken English
  • Strong conflict resolution and de-escalation skills
  • Ability to recognize, empathize and understand escalated customer sentiment
  • Strong written communication skills and ability to recall and coherently summarize complex issues and situations
  • Experience handling a high volume of customer escalations
  • Highly detail oriented and thorough with excellent documentation skills and sense of personal accountability
  • Ability to think critically and creatively to resolve customer concerns
  • 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
  • Flexibility and willingness grow by building on existing knowledge and consistently striving for excellence
  • 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

LOCATION

Cedar Rapids, IA, USA

Source:

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