JOB SUMMARY

The Customer Support Specialist (CSS) plays a pivotal role in ensuring Good Sleep Co has the industry leading customer experience with our products and services. The CSS will be responsible for successful customer onboarding, ongoing support, and lifetime engagement. Each customer interaction should leave them with a positive experience achieved through proactive communication and timely resolution of queries and concerns.

DUTIES & RESPONSIBILITIES

· Develop and implement strategies to enhance the overall customer experience across all customer segments.

· Act as the primary point of contact for dentists, patients, and distributors/key accounts, addressing their inquiries and concerns professionally and promptly.

· Respond to customer queries in a timely and accurate way, via phone, email or chat.

· Utilize and manage customer relationship management (CRM) tools and technologies to streamline customer interactions and data management.

· Implement new processes and innovative approaches to create a world-leading customer service and success model within the sleep medicine industry.

· Collaborate with the sales and marketing teams to ensure smooth and effective customer onboarding, as well as ongoing support.

· Conduct regular customer satisfaction surveys and share feedback with our Product, Sales, and Marketing team to drive continuous improvement in our products and services.

· Manage and execute the "Wow" program, which involves creating personalized experiences and rewards for customers to enhance their loyalty and satisfaction with our brand.

· Analyze customer data and behavior to identify opportunities for proactive engagement and upselling/cross-selling initiatives.

· Other duties as assigned by supervisor.

· Perform special projects and assignments as directed by the Good Sleep Co Leadership team.

· Identify and hire key talent to backfill roles as the business expands

SPECIFIC JOB KNOWLEDGE, SKILLS & ABILITIES

This individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Proficient in various MS office programs.
• Excellent written and verbal communication skills.
• Excellent phone manner.
• Organizational skills, detail oriented and ability to multi-task.
• Excellent production abilities.

PHYSICAL DEMANDS

· Must be flexible in terms of working hours to meet the requirements of the position.

· Must be able to lift up to 35 pounds.

· Must be able to sit and/or stand for a minimum of 8 hours per day.

· Must be able to speak clearly on the telephone.

· Ability to sit at a desk and work on a computer as needed.

· Must be able to stand and exert well-paced mobility for up to 4 hours in length.

QUALIFICATION STANDARDS

Education:

High school education or equivalent required.

Experience:

A minimum of one (1) year of customer service and/or medical scheduling experience or equivalent combination of education and experience preferred.

Grooming:

All employees must maintain a professional, neat, clean and well-groomed appearance per Good Sleep Co’s standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Commute:

• Coral Springs, FL 33076 (Preferred)

Ability to Relocate:

• Coral Springs, FL 33076: Relocate before starting work (Required)

Work Location: In person