National Sleep Expert - Retention

Title: National Sleep Expert - Retention

Exempt Status: Non-Exempt

Management Level: Individual Contributor

Reports To: Assistant Manager, National Sales

Job Summary: Work in a fast-paced Call Center environment with earning potential of $50,000 + within your first year! Seeking call center agents with a commitment to not only beating sales goals, but also providing an excellent customer experience. If you love people, have great communication skills, consider yourself a great multi-tasker, and are comfortable with technology, this is the position for you! Ideal Candidates should be personable, empathetic, adaptable, and focused problem-solvers with an acute attention to detail, a desire to learn, and an eagerness to take initiative and exceed expectations.

Job Advantages • Competitive hourly pay plus a comprehensive commission structure • Full health benefits including medical, dental, and vision insurance after 90 days • 401K with annual company match • 100% remote

Essential Responsibilities

• Manage large amounts of leads and cases in a timely and effective manner
• Meet personal and team sales and qualitative goals
• Follow communication scripts when handling different topics or scenarios
• Seize upsell opportunities
• Build sustainable relationships, engage customers by going the extra mile

• Utilizing CRM (case management software) to track guest interactions.
• Assist in improving the omnichannel customer experience by continuously providing feedback.
• Follow-up with customers to ensure all problems were properly resolved.
• Communicate professionally with all internal and external contacts.
• Completes all required training modules and certifications prior to due date.
• Follows all Company policies and executes Company standards on appearance as well as appropriate brand representation.
• Communicates any concerns or issues to leadership to ensure proper efficiency of department and company operations.

Education

• High School diploma or equivalent required
• Associate's Degree in Business or related field preferred
• Bachelor's Degree in Business or related field preferred

Professional Experience

• Prior experience a plus, but is not necessary
• Comfortable with technology, familiar with Sales Force
• 1+ Years Sales experience
• 1+ Years Call center experience

Skills List

• Ability to act upon insights and perceptions independent of rational thought.
• Builds rapport with individuals at all levels of an organization.
• Returns phone calls and emails in timely manor.
• Comfortable and confident with consultative selling.
• Seeing things through to the end.
• Shows appropriate support to other team members to help them get the job done.
• Skillful in collaborating with others to identify problems, provide advice and develop agreeable solutions.

Competencies Knowledge

• Comfortable using and multi-tasking between various computer tools, mobile devices & software programs
• Strong oral, written, and interpersonal communication skills.
• Energetic telephone voice- Strong phone contact handling skills and active listening
• Strong typist
• Willingness to working evenings, weekends and holidays
• Bilingual a plus

Licenses and Certifications

Physical Demands

Office Environment

• Sitting for up to 8+ hours
• Standing occasionally
• Walking occasionally
• Talking frequently
• Hearing Frequently
• Usage of hands and fingers
• Reaching with hands and arms

Scope

Now don’t fall asleep out there… the sooner that we receive your application, the closer you are to the career of your dreams!

DIVERSE CANDIDATES ARE ENCOURAGED TO APPLY

Mattress Firm is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any applicant or employee for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Mattress Firm is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.