Job Description

TITLE: Customer Service Representative (Call Center Representative)

Date: June 14, 2021

Department: Customer Experience

Location: Virginia Beach. VA

Reports to: Director of CX

ABOUT THE COMPANY:

Based in Virginia Beach, Leesa is an innovative, fast-growing e-commerce mattress brand named one of the Top 20 Startups to Watch in 2015 by Forbes. Leesa is challenging the traditional players in the mattress industry with their premium mattress designs that are ordered online and ships compressed in a box to your door. As a proud certified B-Corporation, Leesa measures its success as much by its bottom line as by its impact on the world.

This position requires commitment to embrace the company’s culture through the alignment of personal behaviors with the company’s core values.

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 WILL WORK OUT OF OUR VIRGINIA BEACH OFFICE. Opportunity for hybrid remote schedule after the completion of training.

RESPONSIBILITIES:

• Create a best-in-class customer experience that exceeds the expectations of our customers
• Respond to customer inquiries via email, phone, chat, and social media channels
• Triage customers through smooth transitions to the appropriate team
• Communicate across teams to identify and troubleshoot issues
• Become and act as a subject matter expert
• Provide trends and potential issues to Team Lead

QUALIFICATIONS:

• Associate’s degree required
• 2-3+ years in customer service, sales, community development, hospitality, non-profit desirable
• 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
• Willingness to champion all problems, no matter how small, on behalf of customer
• Sense of humor a plus!
• Detail-oriented and highly organized
• Must be available to work a flexible schedule, including nights, weekends, and holidays

WORKING CONDITIONS:

• Office environment – no special conditions
• Flexible nature to manage competing and changing priorities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

This job description should not be interpreted to be a complete list of all the duties, qualifications and responsibilities performed by the jobholder. To maintain organizational flexibility, management has the discretion to add, drop or change at any time the duties, responsibilities and expectations of this job. This job description does not constitute an offer of employment, continuous employment or an employment contract.