Job Title: Customer Service and Warranty Representative

Department: Customer Experience

Reports to: Customer Experience Manager

Hours Available: 8:30am to 5:30pm / 12:00pm to 9:00pm

Location: Rock Hill, SC

FLSA Class: Non-exempt

EEO1 Classification: Administrative Support Workers

About BEDGEAR® PERFORMANCE®

As the only brand of Performance®, BEDGEAR® launched in 2009 with professional-grade bedding products designed to help Olympians and other career athletes prioritize sleep as part of their training regimens. In 2011, the company introduced personalized fit pillows and mattresses to consumers, touting a proprietary fitting process for 100% of each individual’s total sleep comfort, based on their sleep position and body frame. BEDGEAR is sought-after for their patented airflow layers, the world’s first moisture management fabric technologies, and personalized fit components, which create a more awake population. The brand has stayed true to its roots, becoming the choice of more than 15 professional and national sports teams and more than 200 individual athletes and opinion leaders, including the New York Road Runners, hosts of the world’s largest marathon, the TCS New York City Marathon. A proud manufacturer in the USA, BEDGEAR focuses their innovation on being additive to growing local community and maintaining strong specialty retailers. BEDGEAR’s products are sold in more than 4,000 retail stores across the globe and have earned more than 190 U.S. and worldwide patents and trademark registrations and pending applications. This thriving international presence has empowered BEDGEAR to grow beyond borders to a global footprint from which they’re fostering a vision of World Peace through commerce. Sleep Fuels Everything®! Learn more at bedgear.com.

Summary: 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 complete customer satisfaction surveys, document customer interactions, provide follow-up and resolution.

Essential Functions (include but not limited to):

• Ability 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
• Key liaison with our customers and vendors
• 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
• Willingness to cross training for other job functions
• Other duties related to the daily operations as assigned

Education/Experience/License Requirements: A minimum of 2-year experience in a fast pace customer service position, consumer goods and/or warranty service department. HS Diploma or equivalent is required

Qualifications/Requirements:

• Must be 18 years of age or older
• HS Diploma or equivalent is required
• Must be legally authorized to work in the United States and have IDs needed to verify
• Positive and outgoing personality, with the ability to work collaborative
• Experience with social media platforms (Facebook, Twitter, LinkedIn, Instagram, YouTube)
• Internal/ External customer service focused
• Language: English required / Spanish or French a plus
• Strong computer skills. MS Suite (Excel, Word, Outlook, Power Point)
• Technology and Internet savvy
• Superb organizational and communication skills both verbal and written are required
• Highly organized with excellent analytical and problem-solving skills: the ability to multi-task and set priorities to complete duties in a timely and efficient manner
• Ability interact with diverse groups in a professional manner
• Previous warranty experience is a plus
• Experience in ERP, CRM, AVAYA, NetSuite, SharePoint, FishBowl, Magento, Olark, Office 365, and Bazaarvoice preferred

Sensory Requirements: Should have working use of hearing and vision with or without the use of corrective lenses/hearing aids in order to be able to read paperwork, work on a computer screen for an extended period of time, and frequently speak on the phone.

Environmental: N/A-Indoor office environment. Warranty Agent must be able to multitask

Language Skills: Language: English required / Spanish a plus

Mathematical Skills: Basic arithmetic and algebra. Knowledge of retail math is a plus.

Reasoning Ability: Ability to prioritize effectively, use sound judgment to make rational decisions, ability to recognize opportunities and evoke change where applicable, must be objective v. subjective, must have thorough understanding of company’s confidentiality agreement.