Customer Care Specialist
Purple is a digitally-native vertical brand with a mission to help people feel and live better through innovative comfort solutions. To us, comfort means more than great products—it means empowering every employee to feel comfortable being themselves. We believe your career at Purple will be a one-of-a-kind “Career in Comfort” because our workforce is one-of-a-kind. We are committed to a culture of collaboration where every voice is heard and understood. As an innovation company at our core, we believe a diverse workforce brings better insights, solutions, and products and serves as the backbone to bettering our company.
About the role
Our Customer Care Specialists (a.k.a. “Comfort Gurus”) are tasked with providing world-class, professional support and service to our valued customers. Our specialists can be placed on any number of teams within the service and support center, including core servicing (calls, chats, email), warranty, shipping, and returns. Regardless of assignment, our specialists are all focused on ensuring that our customers receive top-notch customer care at every touch point.
Responsibilities
- Respond to customer inquiries via phone, chat, email, text, or social media, taking appropriate action to ensure each customer receives world-class customer service.
- Process product orders for customers (via phone, using eCommerce application).
- Assist customers with website navigation, online checkout process, or technical issues.
- Provide detailed notes and documentation for each customer interaction.
- Maintain acceptable customer satisfaction and quality monitoring ratings.
- Maintain acceptable productivity, schedule adherence, and utilization levels.
- Meet all individual performance metrics.
- Maintain in-depth, detailed, current knowledge of all products, including warranty/returns/refunds policies and procedures.
- Work cross-functionally in chat, email, and phones.
- May be asked to work from home due to inclement weather or system outages.
- Must work in office through training and completion of initial PWP certification.
- May be required to work in office for additional training, collaboration, department, and team meetings.
Requirements
- High School Diploma or GED (some college preferred).
- Minimum two years of customer service experience, preferably in a call center environment.
- Minimum typing speed of 30 WPM.
- Experience with inContact preferred.
- Experience with NetSuite preferred.
- Experience with Zendesk preferred.
- Knowledge of the mattress industry helpful.
- Some sales experience preferred.
Pay
The compensation target for this role is $15.00 - $17.50 per hour.
Schedule
This full-time position is expected to work approximately 30-40 hours per week. Actual hours may vary based on business needs.
Benefits
- Medical, Dental, Vision
- 401(k) Match
- Paid Time Off
- Earn a Mattress
- Purple Swag
- Amazing Purple Products
Why work at Purple?
- Make your mark: We value innovative thinking. At Purple, you will be empowered to bring your ideas to life as we work together to improve people’s lives through comfort.
- Gain unique experience: Be a part of one of the fastest-growing companies in Utah! The contributions you make will matter at Purple as the company continues to grow with you.
- Awesome culture: Join the tight-knit team at Purple and enjoy working alongside industry experts, making close friends, and attending annual employee appreciation events.