SUMMARY:

Sleep Geekz is looking for a Customer Experience Representative (CER) to ensure complete customer satisfaction while driving company sales. The CER will provide product and service information, resolve any emerging issues that customer accounts might face, and inform customers on the status of their orders with accuracy and efficiency. Strong problem-solving skills, confidence, troubleshooting, and the ability to sympathize with all character types are required for optimal job performance. The ideal candidate will ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Respond to customer inquiries in a Tier 1 capacity using multiple communication channels (live chat, email, and phone).

Handle and resolve customer requests related to billing, account changes, and basic technical support/troubleshooting

Maintain a working knowledge of company products and services.

Contribute to process improvements by leveraging direct feedback and experience and proposing new initiatives or changes

Work on various customer-related special projects from time to time, as necessary

Promote company products, features, and benefits through consultative customer qualification

Meet both personal and team-based monthly Productivity targets and Quality standards.

Stay updated on all operational systems, processes, and procedures, as well as company policies.

Stay informed of competitors and related industries

Attend and participate in company events and team meetings

Ensure a positive, accurate and professional customer experience.

Maintain effective and harmonious working relationships with peers and other company staff

REQUIREMENTS:

High school diploma or general education degree (GED) required

1 year of customer service experience

Experience working with inbound and outbound calls, customer retention, and inside sales preferred

Proficient in Microsoft Office

Excellent interpersonal and communication skills

Comfortable working in a high-volume role

Demonstrated ability to prioritize tasks and manage time efficiently

Basic computer skills in various software and web-based applications

PHYSICAL DEMANDS:

Required to sit for long periods of time.

Requires manual dexterity with normal hand and finger movements for typical office work and the use of various electronic