Customer Care Chat Representative (Remote) - Evening Shift 1:30-10:00 Pm Cst

Job Summary: The Customer Service Chat Representative (Remote) is responsible for handling and responding to customer inquiries and complaints regarding general information, online orders, and deliveries. We are looking to fill 2 positions. This is a full time role, with full benefits. Work schedule includes 5 days a week with Saturday and Sunday mandatory, working the 1:30 pm to 10:00 pm CST shift (40 hours a week).
Essential Responsibilities

• Interpret customer concerns and defuse difficult situations by determining best course of action to resolve issues while upholding company/vendor policies.
• Answer live chats and emails from customers regarding exchanges, warranty, and delivery issues.
• Follow-up with customers to ensure that all concerns were properly resolved.
• Maintain excellent customer relations to promote positive word-of-mouth advertising.
• Receive and respond to website inquires and complaints in a timely manner.

Education

• Bi-lingual Spanish speaking candidates are highly preferred.
• High School diploma or equivalent preferred
• Bachelor's Degree Business, related field, and/or equivalent experience preferred.

Professional Experience

• Must have experience with live Chat and comfortable taking multiple chats at same time.
• 1+ Years Customer service-related experience in a call center environment preferred.
• Experience with Salesforce preferred.

Skills List

• Communication: Skilled in exchanging information through verbal, written or non-verbal cues.
• Management and Leadership: Being open and approachable to build goodwill, positivity, and loyalty with team members.
• Interpersonal: Organizing and Planning time between specific activities
• Interpersonal: Adapts to new situations, changes, and shifts strategies to meet different types of challenges
• Upholds Mattress Firms core values: Service, Passion, Integrity
• Interpersonal: Seeing things through to the end
• Communication: Knowing when to initiate communication and respond
• Communication: Effectively manages and resolves conflict in a positive way
• Interpersonal: Shows appropriate support to other team members to help them get the job done
• Management and Leadership: Skilled in initiating, structuring and carrying out steps to complete projects and tasks.

Competencies / Knowledge

• Ability to thrive in a fast-paced, high-pressure environment
• Excellent customer service, communication, and phone skills
• Knowledge of call center equipment and protocols
• Comfortable interacting with customers through calls, emails & live chats
• Strong computer skills desired
• Microsoft Office Products
• Dependable, self-motivated, and driven to succeed

Requirements

• 1:30 to 10:00 pm shift 5 days a week
• Must be able to work on weekends and holidays
• A typical work week is 40 hours and will include 2 weekend days. A part time opportunity is available at this time

Pay: $16 an hour
Pay Range
$16-$16.50 per Hour
Now don’t fall asleep out there… the sooner that we receive your application, the closer you are to the career of your dreams!
DIVERSE CANDIDATES ARE ENCOURAGED TO APPLY
Mattress Firm is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any applicant or employee for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Mattress Firm is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.