CUSTOMER EXPERIENCE SPECIALIST

Overview:

Customer Experience is the heart and soul of Leesa Sleep. We believe in the golden rule and treat our customers as such. As a member of our Virginia Beach Customer Experience team, you will be instrumental in delivering Leesa’s excellent customer service promise. This position is full-time and is based in our Virginia Beach office.

Schedule: 11am - 6pm every Saturday and Sunday with three additional 8-hour weekday shifts 

Job Responsibilities:

  • Delight customers with 5-star quality service and correspondence that over delivers on expectations
  • Respond to customer inquiries via email, phone, chat and social media channels
  • Smoothly triage customer inquiries to the appropriate team member
  • Communicate across teams to identify and troubleshoot issues
  • Become and act as a subject matter expert in our mattresses and our logistics
  • Provide trends and potential issues to Head of Customer Experience
  • Work closely with customers, pickup organizations and charities to schedule return pickups

Qualifications:

  • 2-3+ years in customer service, community development, hospitality, non-profit desirable
  • Sales experience is a plus!
  • The ability to offer our customers an extraordinary and energetic customer experience filled with empathy and compassion
  • Experience with Zendesk or similar CRM platform preferred
  • Intuitive, critical thinker who excels in problem solving and can process information at a high rate
  • Expert communicator across multiple communication channels to include phone, written and chat environments
  • Must be able to pass a written test
  • Willingness to champion all problems, no matter how small, on behalf of the customer
  • Sense of humor a plus!
  • Detail-oriented and highly organized
  • Must be available to work weekends after completing a 30-day Mon-Fri training schedule
    • 11am-6pm every Saturday and Sunday with three additional 8-hour weekday shifts of your choosing
    • Occasional weekends off may be requested

 

Competitive Pay: Starting at $16.82/hr


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