Title: Customer Experience Representative (on-site)

Location: Rock Hill, SC 

Job Type: Full-time

Schedule: M-F 9:00am - 6:00pm (1 hour lunch break); may need additional availability on occasion for special projects, etc.

Salary: $18.27 - $40.00 per hour (Actual compensation will be determined based on experience, location, and other factors permitted by law)

Classification: Non-Exempt

Why Work @ BEDGEAR?

If you’re looking for a career and not just a job, BEDGEAR provides a work environment that accelerates growth for all its team members. Keeping up with the everyday challenges of a fast-growing consumer goods company demands a team of all-in players, who are focused on continuous improvement, collaboration, leadership, and have a growth-mindset. If you want to elevate yourself personally and professionally, surrounding yourself with others that share the same values, beliefs, and behaviors will provide the support and extra push to reach new heights and smash new goals. At BEDGEAR you can expect to find successful teammates who exemplify our core values of being:
HUNGRY - HUMBLE - CURIOUS - CLEVER - COMMITTED - HUMANITARIAN

About the Position:

The Customer Experience and Warranty Representative is BEDGEARs’ brand ambassador and customer relations developer. They are responsible for managing the product claims/warranty process to ensure a positive purchase experience for the customer. An experience that represents the performance bedding technology of our brand. The Customer Service/Warranty representative possesses excellent communication skills dealing effectively with customers, vendors, and retailers. They are responsible to accurately and effectively completing customer satisfaction surveys, document customer interactions, provide follow-up and resolution.

What's Expected (including but not limited to):

• Manage customer inquiries from various sources such as (but not limited to) chat, email, social media platforms, inbound & outbound calls regarding claim/warranty, product and services inquiries
• Educate the customer about our warranty policies while elevating our brand and ensuring a positive customer service experience
• Resolves product or service problems by clarifying the customer complaint. Determines the cause of the problem, by selecting and explaining the best solution to solve the problem. Expediting correction or adjustment; escalating or following up to ensure resolution
• Responsible for scheduling services for various product lines and follow up to ensure that customers are being serviced properly
• Provide a superb customer experience through active listening, effective communication (verbal and written) and a personable positive attitude
• Maintain and improve on a system of databases, protocols that enables fast determination of facts and expedient resolution of claims. Documenting effectively each interaction with the customer in our system
• Attracts potential customers by answering product and service questions; suggesting information about our products and services
• Ability to upsell our products and convert to positive reviews
• Stay well-informed of all new product, services, policy, procedures, and system changes
• Ability for data entry and reporting
• Communicates reoccurring product defects or services issues to the manager on a timely basis to eliminate future occurrences
• Act as conduit between with our customers and warranty service providers (i.e. cleaners)
• Review the submission of a customer claim, determine if it falls within the outlined criteria and then take the appropriate action for either a claim denial or the proper processing of a valid claim
• Promote a culture of high performance and a commitment to continuous improvement
• Other duties related to the daily operations as assigned

Minimum Requirements:

• Must be 18 years of age or older
• Must be legally authorized to work in the United States and have IDs needed to verify
• English proficient (reading, writing, speaking, comprehension)
• Computer savvy; proficient with Microsoft Office Suite and Outlook
• Must have strong communication and intrapersonal skills
• High-level email etiquette
• Must be able to learn and retain a working knowledge of all new and existing product lines

Education/Experience/License Requirements:

• HS Diploma or GED
• Minimum 3 years of customer service experience
• 2 years’ experience with consumer goods customer service
• Knowledge of MAGENTO a *plus*

Environmental: N/A-Indoor office environment

Language Skills: English Proficiency; phone and e-mail etiquette; intrapersonal skills; bi-lingual a *PLUS*

Mathematical Skills: Basic arithmetic and intermediate algebra.Reasoning Ability:

• Ability to multi-task and prioritize effectively
• Strong analytical skills
• Ability to work both independently and in a team
• Ability to maintain high-volume of inquiries
• Project management with strong follow up skills
• Maintain composure in stressful situations
• Data entry, highly organized, detail oriented and accurate; reporting

Work Environment: Fast-paced, occasionally stressful work environment

Ability to prioritize effectively and operate efficiently; use sound judgment to make rational decisions; ability to recognize opportunities and evoke change where applicable; must be objective v. subjective; strong follow up skills; intrapersonal skills; excellent communication skills; attention to detail and process orientation; problem solving skills; coaching and mentoring skills; must have thorough understanding of company’s confidentiality agreement

About BEDGEAR® PERFORMANCE®

Launched in 2009, BEDGEAR® is the brand of Performance® that provides innovative bedding by focusing on an active lifestyle and well-being. BEDGEAR’s sleep solutions are engineered with Performance fabrics that are temperature neutral and instant cooling and maximizes airflow to allow the body to naturally regulate its temperature. With a core belief of One Size Does Not Fit All™, BEDGEAR has redefined the way people view sleep by developing interactive in-store experiences and breathable bedding products that are personally fit to a consumer based on specific factors, including body type, sleep position and temperature. BEDGEAR is dedicated to integrating environmental responsibility into product development to ensure less returned goods are being sent to landfills. BEDGEAR is essential to the rest and recovery routines of professional athletes and active people who need to maximize their sleep. A proud manufacturer in the USA, BEDGEAR offers mattresses, pillows, sheets, blankets, pet beds as well as travel, kids and baby products that often feature removable and washable covers to maintain a clean and healthy sleep environment. BEDGEAR is represented in more than 4,000 retail stores across the globe and has earned more than 220 U.S. and worldwide patents, trademark registrations and pending applications. Sleep Fuels Everything®!
Learn more at bedgear.com.

BEDGEAR® is proud to be an Equal Opportunity Employer that participates in the E-Verify program!