Detail of : Customer Feedback Specialist Job Opening in Little Rock
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 waywe’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 virtuallyit’s in our nature!
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.
**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.** 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
Skilled at critical thinking using available platforms and tools to understand and track the customer’s experience and resolution
Responsible for providing support for multi-channel customers via Amazon and DTC
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
Complete required documentation process for all feedback and outreach accurately and timely
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 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
Little Rock, AR, USA
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All applications will be treated confidentially.
Only qualified, short-listed applicants will be invited for furthers process.
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