Customer Support Team Leader managing a global customer support team at SiteMinder. Responsible for coaching, supervising, and developing team members to deliver excellent customer service.
About the role
- Customer Care Specialist providing professional support and service at Purple. Handling inquiries through various channels and ensuring customer satisfaction while maintaining product knowledge.
Responsibilities
- Respond to customer inquiries via phone, chat, email, text or social media, taking appropriate action to ensure each customer receives world class customer service.
- Process product orders for customers (via phone, using eCommerce application).
- Assist customers with website navigation, online checkout process, or technical issues.
- Provide detailed notes and documentation for each customer interaction.
- Maintain acceptable customer satisfaction and quality monitoring ratings.
- Maintain acceptable productivity, schedule adherence and utilization levels.
- Meet all individual performance metrics.
- Maintain in-depth, detailed, current knowledge of all products, including warranty/returns/refunds policies and procedures.
- Must be able to work cross-functionally in chat, email, and phones.
- May be asked to work from home due to inclement weather or system outages.
- Must work in office through training and completing of initial PWP certification.
- May be required to work in office if additional training or collaboration is needed and for department and team meetings.
Requirements
- High School Diploma or GED (some college preferred)
- Minimum two years customer service experience, preferably in a call center environment
- Minimum typing speed of 30 WPM
- Experience with inContact preferred
- Experience with NetSuite preferred
- Experience with Zendesk preferred
- Knowledge of mattress industry helpful
- Some sales experience preferred
Benefits
- Medical
- Dental
- Vision
- 401(k) Match
- Paid Time Off
- Earn a Mattress
- Purple Swag
- Amazing Purple Products
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