Mattress Firm Looking for Customer Retention Representative I at Houston, TX  Full Time

Mattress Firm is seeking full-time Customer Retention Specialist with a passion and commitment for providing our guests with an exceptional customer experience, post-purchase.

This team is responsible for handling incoming and outbound calls and chats to assist our customers with their existing orders. We are seeking individuals committed to providing an exceptional customer service experience while retaining guests and sales.

You will primarily focus on…

• Answering inbound and making outbound chats and calls
• Assigned inbound customer service cases
• Assisting customers by making recommendations or adjustments to existing orders
• 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
• Professionally communicates with all internal and external customers
• Maintains a safe working environment by ensuring that all safety policies and procedures are adhered to
• Executes company initiatives and other activities requested by supervisor
• Completes all required training modules and certifications prior to the due date
• Follows all Company policies and executes Company standards on appearance as well as appropriate brand representation

An ideal candidate is…

• A great oral & written communicator
• Detail oriented
• An efficient and productive multi-tasker
• Able to problem solve in a high-pressure environment
• Adapts to new situations, changes, and shifts strategies to meet different types of challenges
• Customer-centered while striving to meet financial goals and expectations on our KPIs
• A team-oriented player with a commitment to excellence
• An articulate, professional thinker, with the ability to make good and quick decisions on customer matters
• Skilled in initiating, structuring, and carrying out steps to complete projects and tasks
• Comfortable with both common and new technologies

Benefits you’ll enjoy at Mattress Firm…

• $17/hour with 4% topline sales commission, plus potential performance-based incentives
• Benefits including medical, dental, vision, paid time off, and 401k
• Continuous training and development opportunities
• Tuition reimbursementprogram supporting continued education
• Merchandise discounts and employee discount programs including and not limited to cell phone, travel, electronics, car and home loans

Experience

• Able to use a computer and strong internet knowledge
• Comfortable with technology
• Familiar with Salesforce CRM
• Customer Service experience preferred

Pay Range:

$17.00/Hour + Commission

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.