Retention Specialist
Resident is an industry-leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night's sleep)!
Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post purchase journey. We love to use data and metrics to drive our decisions, while keeping in mind that customers don’t speak in numbers, and that each one should be treated as a member of our family.
Oh, and by the way - we’ve been doing the “remote work thing” since the day we started. So you can expect a hard working team of people that understands how to create meaningful connections and get great work done virtually - it’s in our nature!
The Retention Specialist is directly responsible for the retention of Resident customers which includes: fielding inbound calls, making outbound calls, chats and emails from customers, return and cancellation inquiries both pre and post delivery. The Retention Specialist will work directly with our customers to continuously improve and build on Resident’s retention metrics, by utilizing a proprietary retention management platform. This role will be responsible for driving continuous improvement in retention metrics to ensure best in class service. The Retention Specialist is responsible for customer retention throughout the order lifecycle.
**This is a Remote, Work from Home opportunity in the United States. Must be available to work 40 hours per week. We are currently looking to fill shifts from 7:45am-4:15pm PST; 9:45am-6:15pm PST on Tuesday-Saturday or Wednesday-Sunday. Must be able to work weekends & holidays. Additionally, you must have a dedicated quiet work space to be considered for this role.**
Responsibilities
- Provide best in class service to customers via phone, chat and email channels
- Make every effort to retain our customers business and ensure satisfaction at throughout the order lifecycle
- Drive lifetime value of our customers by exuding our core values; Customer Love, Big Thinking, Inclusivity, Forward Momentum, Excellence
- Use active listening (and reading) skills to ensure you understand each customer’s needs clearly
- Multi-task on a variety of web based tools simultaneously to efficiently and effectively address customer inquiries
- Comfortable handling escalated customer interactions
- Maintain professionalism with both coworkers and customers to show respect, empathy and understanding
- Be a ‘mattress and sleep expert’ - open to learning new concepts, adept at remembering details, quick on your feet with accurate recall of key information on a daily basis
- Comfortable engaging non-stop throughout your shift with customers via phone, email and chat
- Participate by video chat on all internal team meetings
- Proactively share your front line insights with the team, leads, supervisors and managers to help drive continuous improvement in our customer experience and retention
- Utilize product knowledge and features to drive retention of the product
- Help resolve customer concerns by utilizing cross-sell and other retention techniques to ensure our customers can get the best night's sleep
- Delivers prompt and accurate submission of any required documentation, notes and record keeping
Requirements
- 1+ year experience working in a call center or remote environment
- 2+ years of experience working in a customer facing role in a direct-to-consumer or retail product/service space with a strong focus on retention and sales
- Experience handling a high volume of customer interactions via chat, email and phone in a fast paced work environment
- Excellent written and spoken English
- Proven ability to retain customers by strategically providing appropriate resolution
- Ability to bring an upbeat, professional and respectful approach to work each day
- Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
- Comfortability and familiarity with working from home and being a self-starter
- Detail oriented and self motivated with the ability to work independently and as a time
- Must be able to accept and apply feedback from leadership to reach professional and business goals
- Tech savvy with the ability to type at approximately 50+ WPM
- Blazing fast internet connection
- Dedicated quiet workspace
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics.
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.