CX Phone Specialist

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Full Time Professional US

2 days ago Requisition

Schedule Options:

• Sunday - Thursday, 1pm - 10pm EST
• Tuesday - Saturday, 11am - 8pm EST
• Tuesday - Saturday, 1pm - 10pm EST

Location: Remote, US

Role & Responsibilities:

You’re a customer-focused, detail-oriented professional with a knack for finding solutions. You’re passionate about helping customers get what they need as easily as possible and enjoy explaining things in a clear, helpful way. You’re also a strong communicator, and you work well in a remote, self-managed environment.

In this role, you’ll make key decisions, solve problems, and create an exceptional customer experience. You’ll need to:

• Act as a product expert and stay open to learning all about our business, products, and services.
• Engage with customers via phone and email, ( occasionally chat) helping them understand our personalization technology and product options.
• Deliver fast, knowledgeable, and “best-in-class” service to ensure a seamless experience from order placement to delivery.
• Process order updates, monitor delivery logistics, and address any questions or concerns.
• Work with delivery and service providers to coordinate and troubleshoot as needed.
• Understand the return and warranty process.
• Investigate and resolve issues like missing packages and order discrepancies.
• Provide feedback to management on customer-related trends and suggest service improvements.

Requirements:

• At least 2 years of experience in a customer service role.
• At least 1 year experience working in a fully remote environment.
• Strong problem-solving skills and excellent oral communication. Extremely comfortable on the phone and quick to learn. Reliable, organized, and able to work independently while managing multiple tasks.
• Ability to answer and resolve 30+ call tickets per day.
• Flexible with scheduling and equipped with a strong, reliable internet connection.
• Enthusiastic about sleep and excited to help others improve theirs.
• Holiday availability.

3Z Brands (“3Z”) is a direct-to-consumer brand portfolio, wholesaler, vertically-integrated manufacturer, and retailer of award-winning sleep products. Headquartered in Arizona, 3Z operates a portfolio of best-in-class sleep brands, including Helix Sleep, Brooklyn Bedding, Birch, Bear Mattress, Nolah Technologies, and Leesa Sleep.
Our values of Curiosity
,
Commitment
,
Care
define our culture. We are committed to inclusion, equitable support, and respect for all team members.
Please visit any of our brands to learn more:  ,  ,  ,  ,  ,  .