Customer Care & Sales Associate

Core Responsibilities

• Manage inbound call queues with a focus on sales conversion, retention, and first-call resolution.
• Provide personalized product recommendations and schedule in-store appointments to help customers get the support they need.
• Serve as the first point of contact for questions about products, services, or procedures.
• Contribute to the development of training materials, scripts, and SOPs.
• Conduct timely follow-up with customers after initial inquiries, escalations, or complaints.
• Ensure concerns have been fully addressed and satisfaction has been restored.
• Rebuild trust with at-risk or dissatisfied customers to strengthen retention.
• Provide real-time peer support during or after customer interactions.
• Engage warm leads via phone, email, or CRM to book in-store consultations to drive sales.
• Apply consultative selling to educate prospects on how Good Feet supports can improve their daily lives.
• Document and track all interactions in Salesforce and Appointedd.
• Keep store information, services, and promotions current across platforms.
• Ensure accurate scheduling and synchronization of appointments.
• Monitor online reviews and questions, responding with professionalism and empathy that reflects our brand voice.
• Investigate and resolve customer complaints received through channels such as BBB, Attorney General, or corporate escalations.
• Work cross-functionally with leadership and compliance to resolve high-impact concerns.
• Document resolutions thoroughly in Salesforce.
• Aid in daily call center workflow, including escalations and shift coverage.
• Track and report performance metrics to the Team Manager.
• Promote a supportive and motivated team culture.
• Recommend process improvements that enhance efficiency and customer experience.
• Maintain deep knowledge of our products, promotions, and policies.
• Guide customers through complex issues with patience and clarity.
• Translate technical details into simple, actionable steps that help customers feel supported.
• Monitor, respond, and escalate messages from the public inbox.
• Ensure timely follow-up and accurate documentation of all correspondence.

Key Skills & Qualifications

• Excellent communication and de-escalation skills.
• Ability to navigate sensitive conversations with empathy and professionalism.
• Strong knowledge of CRM platforms (Salesforce and Appointedd).
• Highly organized, detail-oriented, and solution-focused.
• Proven success in sales, retention, and/or customer service.
• Ability to multi-task while remaining calm under pressure.
• Passionate about improving people’s quality of life through Good Feet’s mission.

Benefits

• Competitive salary and bonus structure
• Average Pay: $45,000.00 - $75,000.00+ based on an hourly rate, commission, and bonus.
• Paid training and onboarding with continuous development programs
• High-growth retailer with ample opportunities for advancement
• Medical, Dental, and Vision insurance – 1st of the month after 30 days of employment
• Competitive PTO program with several paid Holidays
• 401K with a company match
• Exclusive Member Deals
• Financial Wellness Program
• Flexible Spending Accounts (FSA) for medical expenses and Dependent Care FSA
• Voluntary Benefits including: Life Insurance and Accidental Death & Dismemberment (AD&D), Short-Term and Long-Term Disability coverage, Critical Illness Insurance, Hospital Indemnity Insurance, Accident Insurance, Legal Insurance (MetLaw), Whole Life Insurance with Long-Term Care Rider
• Cancer Advocate Plus Program – personalized cancer management and screening resources

Schedule & Availability

This is a full-time position (40 hours per week). Work schedule will vary based on business needs. Candidates must be available Monday–Friday between 8:00 a.m. and 7:00 p.m., Saturday from 7:00 a.m. to 5:00 p.m., and Sunday from 8:00 a.m. to 5:00 p.m.