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Customer Experience Representative

Company: Bedgear, LLC
Location: Rock Hill
Posted on: November 22, 2021

Job Description:

Summary: The Customer Experience and Warranty Representative is BEDGEARs' brand ambassador and customer relations developer. They are responsible for managing the product claims/warranty process to ensure a positive purchase experience for the customer. An experience that represents the performance bedding technology of our brand. The Customer Service/Warranty representative possesses excellent communication skills dealing effectively with customers, vendors, and retailers. They are responsible to accurately and effectively complete customer satisfaction surveys, document customer interactions, provide follow-up and resolution.Essential Functions (include but not limited to):

  • Ability to manage customer inquiries from various sources such as (but not limited to) chat, email, social media platforms, inbound & outbound calls regarding claim/warranty, product and services inquiries
  • Educate the customer about our warranty policies while elevating our brand and ensuring a positive customer service experience
  • Resolves product or service problems by clarifying the customer complaint. Determines the cause of the problem, by selecting and explaining the best solution to solve the problem. Expediting correction or adjustment; escalating or following up to ensure resolution
  • Responsible for scheduling services for various product lines and follow up to ensure that customers are being serviced properly
  • Provide a superb customer experience through active listening, effective communication (verbal and written) and a personable positive attitude
  • Maintain and improve on a system of databases, protocols that enables fast determination of facts and expedient resolution of claims. Documenting effectively each interaction with the customer in our system
  • Attracts potential customers by answering product and service questions; suggesting information about our products and services
  • Ability to upsell our products and convert to positive reviews
  • Stay well-informed of all new product, services, policy, procedures, and system changes
  • Ability for data entry and reporting
  • Communicates reoccurring product defects or services issues to the manager on a timely basis to eliminate future occurrences
  • Key liaison with our customers and vendors
  • Review the submission of a customer claim, determine if it falls within the outlined criteria and then take the appropriate action for either a claim denial or the proper processing of a valid claim
  • Promote a culture of high performance and a commitment to continuous improvement
  • Willingness to cross training for other job functions
  • Other duties related to the daily operations as assignedEducation/Experience/License Requirements: A minimum of 2-year experience in a fast pace customer service position, consumer goods and/or warranty service department. HS Diploma or equivalent is requiredQualifications/Requirements:
    • Must be 18 years of age or older
    • HS Diploma or equivalent is required
    • Must be legally authorized to work in the United States and have IDs needed to verify
    • Positive and outgoing personality, with the ability to work collaborative
    • Experience with social media platforms (Facebook, Twitter, LinkedIn, Instagram, YouTube)
    • Internal/ External customer service focused
    • Language: English required / Spanish or French a plus
    • Strong computer skills. MS Suite (Excel, Word, Outlook, Power Point)
    • Technology and Internet savvy
    • Superb organizational and communication skills both verbal and written are required
    • Highly organized with excellent analytical and problem-solving skills: the ability to multi-task and set priorities to complete duties in a timely and efficient manner
    • Ability interact with diverse groups in a professional manner
    • Previous warranty experience is a plus
    • Experience in ERP, CRM, AVAYA, NetSuite, SharePoint, FishBowl, Magento, Olark, Office 365, and Bazaarvoice preferredSensory Requirements: Should have working use of hearing and vision with or without the use of corrective lenses/hearing aids in order to be able to read paperwork, work on a computer screen for an extended period of time, and frequently speak on the phone.Environmental: N/A-Indoor office environment. Warranty Agent must be able to multitaskLanguage Skills: Language: English required / Spanish a plusMathematical Skills: Basic arithmetic and algebra. Knowledge of retail math is a plus.Reasoning Ability: Ability to prioritize effectively, use sound judgment to make rational decisions, ability to recognize opportunities and evoke change where applicable, must be objective v. subjective, must have thorough understanding of company's confidentiality agreement.Job Type: Full-timePay: From $19.00 per hourBenefits:
      • 401(k)
      • 401(k) matching
      • Dental insurance
      • Disability insurance
      • Employee assistance program
      • Employee discount
      • Health insurance
      • Life insurance
      • Paid time off
      • Paid training
      • Tuition reimbursement
      • Vision insuranceSchedule:
        • 8 hour shift
        • Day shift
        • Monday to FridaySupplemental Pay:
          • Bonus payCOVID-19 considerations:temperature screenings upon arrival, face mask required, deep sanitization of facility occurring daily.Application Question(s):
            • Do you have professional experience posting/replying via various social media platforms?Education:
              • High school or equivalent (Required)Experience:
                • Customer Service: 1 year (Preferred)Work Location: One location

Keywords: Bedgear, LLC, Rock Hill , Customer Experience Representative, Other , Rock Hill, South Carolina

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