United States onlyBe Part of the Future of Sleep!
At Serta Simmons Bedding (SSB), we're more than a mattress company, we're a leading global sleep company with a mission to help people sleep better so they can live healthier lives. With a 150-year heritage in delivering industry-leading sleep solutions, we own iconic brands including Serta®, Beautyrest®, Simmons® and Tuft & Needle®.
What You'll Do:
- Respond promptly to customer inquiries over phone, email, and live chat.
- Quickly and accurately resolve customer complaints, prioritizing a low-effort customer experience.
- Adhere to quantitative and qualitative service level objectives.
- Keep relevant systems updated with customer information and complaint details.
- Provide knowledgeable and accurate information product information.
- Work with other teams to escalate customer issues as needed.
- Provide the highest level of customer support and concierge services to all current and future customers.
How You'll Do It:
- Able to work in a team setting.
- Able to multi-task and work effectively in a fast-paced environment.
- Strong, effective and professional communication (written/verbal) and interpersonal skills to deal with all levels of staff, management, internal and external contacts and customers.
- Passionate about helping people and providing honest, transparent service to all customers and guests
- Extraordinary communication (both written and verbal) with a knack for organization
- Ambitious and self-motivated with an eagerness to learn and the ability to juggle many tasks simultaneously.
- Quick to solve problems (or see them before they arise) with a no-task-too-small mentality
- Genuinely empathetic and approachable, able to assume positive intent
- Ability to work autonomously and take on challenging situations, excellent decision-making, and prioritization skill
What You'll Bring:
- Bi-Lingual (Spanish/English) REQUIRED
- Customer service and/or contact center experience required.
- Background in e-commerce (preferred)
- Capable of quickly learning new software systems.
- Strong communication skills and close attention to detail.
- Concierge mindset: You want to direct customer interactions and provide solutions.
- Ability to focus on singular tasks for long periods of time.
- Thrives in a fast-paced, production-focused environment.
- Keep up with trends within the online mattress and bedding industry.
- Ability to work overtime as needed (preferred)
- Access to a quiet work space and reliable WIFI
Remote Work Requirements:
- Have a quiet space to work
- Must have reliable WIFI
- Strong communication skills
- M-F work schedule with optional overtime
- Some holiday required
Compensation:
$19/HR
Why work at Serta Simmons Bedding?
When you join SSB, you become part of a winning and diverse team that is excited and committed to helping people get better sleep. We provide inspiring career opportunities, competitive benefits, employee perks, and the chance to be part of the future of sleep.
Benefits and Perks (USA, Salary non-union- optional):
- Health, Dental, and Vision (starts on day one)
- Annual employee contribution to HSA
- 401K with company match
- Paid Time Off / Vacation
- 12 company holidays
- Sick days
- Company paid short- and long-term disability
- Paid parental leave
- Discount programs including Friends and family discounts
- Referral Bonus
- Tuition Reimbursement
Employees are required to comply with COVID policies established by a vendor or customer.
It is our policy to abide by all federal, state, and local laws prohibiting employment discrimination, with respect to all terms and conditions of employment, based solely on a person’s race, color, religious creed/religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, ancestry, citizenship status, disability, age, military status, or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping or expression), medical condition genetic information (including family medical history), or any other protected status except where a reasonable, bona fide occupational qualification exists.
SSB will provide reasonable accommodations to applicants and employees who need them, as required by law.
The hiring salary range for this position applies to where legally required, and most other geographies. Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage, disability benefits, tuition assistance program and PTO or, if applicable, as otherwise dictated by the appropriate Collective Bargaining Agreement.
