National Sleep Expert - Retention
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AI Summary
Handle inbound and outbound communications via phone, email, and text to manage sales and service requests. Utilize Salesforce CRM to track guest interactions and apply consultative strategies to meet sales goals and resolve customer issues.
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
- Answering inbound emails and texts and making outbound calls, emails, and texts handling both sales and service.
- Assisting customers looking to make financed purchases.
- Using low-pressure consultative sales strategies to address customer needs.
- Utilizing Salesforce 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.
- Ensure all safety policies and procedures are followed to ensure a safe work environment for all.
- 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.
- Recognizes coaching opportunities and possesses ability to coach/train.
Non-Essential Responsibilities
- Executes company initiatives and other activities requested by supervisor.
- Updates job knowledge by participating in educational opportunities.
- Contributes ideas on ways to optimize or improve the team, the department, and the Company.
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.
- Time Management Details.
Competencies
Knowledge
- Manage large amounts of leads and cases in a timely and effective manner High
- Meet personal and team sales and qualitative goals High
- Follow communication scripts when handling different topics or scenarios High
- Seize upsell opportunities High
- Build sustainable relationships, engage customers by going the extra mile High
- Comfortable using and multi-tasking between various computer tools, mobile devices & software programs High
- Strong oral, written, and interpersonal communication skills. High
- Energetic telephone voice- Strong phone contact handling skills and active listening High
- Strong typist High
- Willingness to working evenings, weekends and holidays High
- 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.
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