Customer Care Specialist

Purple is a digitally-native vertical brand with a mission to help people feel and live better through innovative comfort solutions. To us, comfort means more than great products, it means empowering every employee to feel comfortable being themselves. We believe your career at Purple will be a one-of-a-kind “Career in Comfort” because our workforce is one-of-a-kind. We are committed to a culture of collaboration where every voice is heard and understood. As an innovation company at our core, we believe a diversity workforce brings better insights, solutions and products and serves as the backbone to bettering our company. Join with us as we add to our team of exceptional individuals who will help us take over the world — one mattress at a time.

Compensation

The compensation target for this role is: $15.00 - $17.50

Job Summary

Our Customer Care Specialists (a.k.a. “Comfort Gurus”) are tasked with
providing world-class, professional support and service to our valued
customers. Our specialists can be placed on any number of teams within
the service and support center. This includes core servicing (calls, chats,
email), warranty, shipping, and returns. Regardless of assignment, our
specialists are all focused on ensuring that our customers receive top-notch
customer care at every touch point

Job Description

Essential Duties & 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.

Required Skills, Education, Experience:

• 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

Work Hours (Good Faith Estimate):

This full-time position is expected to work approximately 30-40 hours per week. This is a good faith estimate, and actual hours may vary based on business needs.

BENEFITS AND PERKS

• Medical, Dental, Vision

• 401(k) Match

• Paid Time Off

• Earn a Mattress

• Purple Swag

• Amazing Purple Products

WHY WORK AT PURPLE?

• Make your mark: We value innovative thinking. At Purple, you will be empowered to bring your ideas to life as we work together to improve people’s lives through comfort.

• Gain unique experience: Be a part of one of the fastest growing companies in Utah! The contributions you make will matter at Purple as the company continues to grow with you.

• Awesome culture: Join the tight-knit team at Purple and you can enjoy working alongside industry experts, making close friends, and annual employee appreciation events.

Purple provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.