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 diversity workforce brings better insights, solutions and products and serves as the backbone to bettering our company. Join with us as we add to our team of exceptional individuals who will help us take over the world — one mattress at a time.

Compensation

The compensation target for this role is: $15.00 - $17.50

Job Summary

Why this role matters:

Our Customer Care Specialists — also known as "Comfort Gurus" — deliver world-class, professional support across every part of Purple's service and support center. Specialists may be placed on core servicing (calls, chats, email), warranty, shipping, or returns teams, but no matter the assignment, every specialist is focused on making sure customers get top-notch care at each touch point. It's a role for someone who genuinely enjoys helping people and thrives on solving problems.

Job Description

How you’ll shape the future of comfort (Essential duties and responsibilities):

• Responds to customer inquiries via phone, chat, email, text, or social media, taking appropriate action to ensure world-class service.
• Provides detailed notes and documentation for each customer interaction.
• Maintains acceptable customer satisfaction and quality monitoring ratings.
• Maintains acceptable productivity, schedule adherence, and utilization levels.
• Meets all individual performance metrics.
• Maintains in-depth, current knowledge of all products, procedures, and policies, including warranty, returns, and refunds.
• Works cross-functionally across chat, email, and phone channels.
• Works in office through training and initial certification, and as needed for additional training, collaboration, or team meetings.
  
  

What We’re Looking For (Requirements, Skills, & Education)

• Demonstrated ability to communicate effectively with customers on a variety of post-purchase questions.
• Excellent written and verbal communication skills.
• Solid ability to identify what a customer needs, problem-solve, and create approved solutions that provide an excellent experience.
• Ability to maintain strong mental fortitude through challenging or stressful interactions.
• Proficient with basic computer hardware and able to quickly learn job-specific software systems.
• High School Diploma or GED; some college preferred.
  
  

Even Better If... (Preferred Skills And Experience)

• Experience with systems such as inContact, NetSuite, and Zendesk.
• Customer service experience, particularly in a call center environment.
• Some sales experience.
• Typing speed of 40 words per minute or more.
  
  

Work Hours (Good Faith Estimate)

This full-time position is expected to work approximately 30-40 hours per week. This is a good faith estimate, and actual hours may vary based on business needs.

Benefits And Perks

• 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 you can enjoy working alongside industry experts, making close friends, and annual employee appreciation events.
  
  

Purple provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.