Resident is an industry-leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night's sleep)!
This is a fully remote position. To be considered for this opportunity you must reside within and have the right to work in the United States.
About the role:
As a Sales Associate you will be a self-starter with an ability to adapt quickly in a fast-paced remote environment and able to communicate effectively. Additionally, as a Sales Associate you will manage the full-cycle customer experience from beginning to end and have uncapped earning potential. Our Sales Associates convey passion for our products and their customers each and every day.
What You'll Be Doing
- Live and breathe a Customer First mindset
- Provide a world class sales experience to customers and prospects via phone, email, and chat
- Use a sales oriented mindset to manage customer requests and order generation
- Comfortable handling a high volume of product and service questions
- Use our data driven marketing tools to help drive sales via various warm leads on inbound channels and sales interactions
- Utilize your innate sales skills- active listening, qualifying customers, and helping lead the customer to the right product for them
- Keeps retention top of mind by creating opportunities and options for customers interested in canceling/returning orders
- Be able to treat each customer with respect, empathy and understanding, no matter what kind of day you’re having
- Be prepared to become a ‘mattress and sleep expert’ - open to learning new concepts, adept at remembering details, quick on your feet with accurate recall of key information
- Keen to solve problems - do a little research to get the whole picture, and navigate towards customer centric solutions within the parameters of established policies
- Comfortable engaging non-stop throughout your shift with customers via phone and email
- Willingness to participate by video chat on all internal team meetings
- Surface what you see - share your front line insights with team leads, supervisors and managers to help drive continuous improvement in our customer experience
- Help customers and prospects find the best products to meet their needs - always be looking for opportunities to bring more of our products into customer homes to improve their quality of life - after all - what’s more important than a great night’s sleep?
- Get excited to come to work every day - bring your best self, be a great team member and get to know fellow employees located around the world!
Requirements
- Open availability and able to work key holidays and weekends
- A minimum of 1 year of sales and customer support experience in any environment
- A minimum of 1 year working in a contact center environment, either remotely or in person - you thrive on phone, chat and email
- Have experience handling a high volume of tickets
- Excellent written and spoken English
- Strong conflict resolution and de-escalation skills
- Highly detail oriented with excellent documentation skills and sense of personal accountability
- Ability to bring an upbeat, professional and respectful approach to work each day
- Experience/proficiency in programs such as Five9, Chat Tools, Zendesk, Google Suite, Slack
- Comfortability and familiarity with working from home and being a self-starter
- Tech savvy with the ability to type at approximately 50+ WPM (ideally)
- Blazing fast internet connection in your Zen work sanctuary
- Be authorized to work in the United States
What We Offer (subject to eligibility requirements):
- Remote-first workplace (since 2016!)
- Competitive pay
- Monthly and quarterly commission potential
- Health, Vision & Dental Insurance
- HSA company contributions
- 401K with company match component
- Generous PTO
- Wellness benefits
- WFH office and cell phone/internet stipend
- A FREE MATTRESS plus an awesome Friends and Family discount!
If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The hourly pay for this position is $18.50. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at
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