Customer Service Representative II

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    "requisitionDescription": "<div><div><div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.32.25/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\"></div><p data-pasted=\"true\"><strong>Position Summary&nbsp;</strong></p><p><strong>&nbsp;</strong></p><p><strong>Customer Service Representatives field a high number of inbound and outbound calls, emails, live chats, tickets, and social media inquiries to resolve internal and external guest issues and concerns.&nbsp;</strong></p><p><strong>&nbsp;</strong></p><p><strong>Essential Functions</strong></p><p><strong>&nbsp;</strong></p><ul type=\"disc\"><li>Be available in designated phone queues to ensure proper coverage is always maintained to meet team KPI&rsquo;s.</li><li>Promptly respond to emails, live chats, ticket requests and social media inquiries in a way that is up to par with the Sit &lsquo;n Sleep brand and experience.&nbsp;</li><li>Use product &amp; policy knowledge to properly inform guests of purchase inquiries and manage customer expectations around it.</li><li>Assist with responding to Google/Yelp Reviews &ndash; primarily the negative reviews to turn the guest&rsquo;s experience around, rectify any issues to the guest&rsquo;s satisfaction and restore company image.</li><li>Handle warranty claims and act as a liaison between vendors and customers&nbsp;</li><li>Resolve delivery discrepancies related to product quality, incomplete deliveries, or scheduling conflicts with the assistance of delivery department personnel.&nbsp;</li><li>Support sales team with various order related issues</li><li>Process requests for exchange when defective, warranty or comfort issues are called in by store or customer.</li><li>Work on detailed reports and various projects assigned individually.</li><li>Work directly with other corporate departments to address and resolve various order related issues.</li><li>Provide feedback to management regarding current processes and procedures to help improve department processes.&nbsp;</li><li>Other projects and responsibilities may be added at the company&#39;s discretion.</li></ul><p><strong>&nbsp;</strong></p><p><strong>Competencies</strong></p><p><strong>&nbsp;</strong></p><ul type=\"disc\"><li>Excellent time management skills and ability to multitask.</li><li>Strong verbal and written communication skills&nbsp;</li><li>Team player who works together with multiple teams to create effective solutions.</li><li>Attention to detail and problem solving.</li><li>Strong organizational and planning skills</li><li>Excellent computer skills including Microsoft Office, Outlook,&nbsp;</li></ul><ul style=\"list-style-type: disc;margin-left: 0in;\"><li>Basic understanding of clerical procedures and systems such as recordkeeping and filing.</li><li>Ability to work independently.</li></ul><p><strong>&nbsp;</strong></p><p><strong>Supervisory Responsibilities</strong></p><p><strong>&nbsp;</strong></p><ul style=\"list-style-type: disc;\"><li>No direct supervisory responsibilities.</li></ul><p style=\"margin-left:.5in;\"><br></p><p><strong>Work Environment</strong></p><p><strong>&nbsp;</strong></p><ul style=\"list-style-type: disc;\"><li>Typical office environment with standard equipment and tasks.&nbsp;</li><li>Position requires work at a computer/video display terminal and desk for extensive periods of time.&nbsp;</li></ul><ul type=\"disc\"><li>Must Be Willing to Work Weekends, Overtime, and Holidays</li></ul><p><strong>&nbsp;</strong></p><p><strong>Physical Demands</strong></p><p><strong>&nbsp;</strong></p><ul type=\"disc\"><li>The ability to work in a constant state of alertness and in a safe manner is required for this position.&nbsp;</li><li>Requires regular twisting/turning/squatting/bending/reaching/lifting and prolonged periods at a stationary/mobile workstation.</li><li>Ability to lift 20 pounds.</li><li>Ability to maneuver packages of any weight above 20 pounds with appropriate equipment and/or assistance from another person.&nbsp;</li></ul><p style=\"margin-left:.5in;\"><br></p><p>Sit &lsquo;n Sleep will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to Sit &lsquo;n Sleep. Applicants who require reasonable accommodation should submit a written request to the Human Resources Department via email at&nbsp;<a href=\"mailto:[email protected]\" target=\"_blank\">[email protected]</a> or via telephone at 310-608-6838.&nbsp;</p><p style=\"margin-left:.5in;\"><br></p><p><strong>Travel Required</strong></p><p><strong>&nbsp;</strong></p><ul style=\"list-style-type: disc;\"><li>No travel required.</li></ul><p><strong>&nbsp;</strong></p><p><strong>Required Education and Experience</strong></p><p>Education&nbsp;</p><ul type=\"disc\"><li>&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;&shy;High School Diploma/GED Equivalent</li></ul><p>Knowledge Requirements:&nbsp;</p><ul type=\"disc\"><li>Typing 40 wpm</li><li>2+ years Customer Service and/or Call Center experience</li><li>Basic computer knowledge</li></ul><p>Experience</p><ul type=\"disc\"><li>Proven ability to handle difficult Customer Service issues and negotiate win-win solutions.</li><li>Excellent Phone Manner &amp; written communication skills</li><li>Strong organizational abilities</li><li>Strong multi-tasking abilities in a face paced environment.</li></ul><p><strong>&nbsp;</strong></p><p><strong>Work authorization requirements</strong></p><p>Sit &lsquo;n Sleep participates in the Department of Homeland Security U.S. Citizenship and Immigration Services&#39; E-Verify program.</p><div><div class=\"fr-view\"><p><br></p></div></div></div></div>\n",
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