Consumer Care Representative

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POST DATE 8/25/2016
END DATE 11/1/2016

Tempur Sealy International Trinity, NC

Company
Tempur Sealy International
Job Classification
Full Time
Company Ref #
5000129445506-1689
AJE Ref #
575979696
Location
Trinity, NC
Job Type
Regular

JOB DESCRIPTION

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Job Summary: As the sole point of contact many consumers have with Tempur Sealy, a Consumer Care Representative plays a critical role in creating advocates for our complementary family of brands. This individual has the opportunity to engage with our consumers to determine the best course of action for resolution. They should actively listen to the consumer, ask appropriate probing questions, think critically, and use their empowerment, all while building a consumer experience that is useful, frictionless, delightful, trustworthy, and transparent.



Essential Duties, Responsibilities, and Key Results Area:





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Provide a frictionless and delightful consumer experience by engaging with the consumer through various channels, including phone/email/chat/social media, with accurate, timely and professional responses/resolutions.

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Being flexible and adaptable are essential to this role.The primary responsibility is to support the department in achieving service level goals.As a contact center, our primary contacts are via consumer phone calls, thus the individual should understand what it means to be in the appropriate call state and to adhere to their given schedule.This includes alternating between tasks as assigned.

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Possess general knowledge of department's processes and procedures as it relates to consumer inquiries, including product use and care information, reviewing and processing warranty claims and returns, triaging and diagnosing issues with electromechanical products, determining part(s) needed for resolution, and scheduling service visits.

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Drive quality interactions and resolutions for consumers, eliminating the need for multiple, unnecessary contacts.

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Collaborate with external partners and departments with a sense of urgency regarding inquiries such as shipping, delivery, invoicing, and pricing, and providing timely communication back to the consumer.

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Hold themselves accountable for each consumer contact, striving for first contact resolution, taking ownership of the consumer experience through diligent collaboration with the appropriate parties and providing timely and accurate communication back to the consumer in situations where first contact resolution is not possible.

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Attendance is an essential duty of this role.



Ideal Candidate Possesses These Attributes:





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Ability to multi-task while navigating through multiple systems

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Excellent verbal and written communication skills

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Strong organizational and time management skills

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Professional in both appearance and approach.

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Demonstrate reliability

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Ability to work independently and make informed decisions



Qualifications:





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College Degree preferred, but not required

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3-5 years of Call Center/Customer Service experience



Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled