National Sleep Expert - Retention

Title: National Sleep Expert - Retention
Exempt Status: Non-Exempt
Management Level: Individual Contributor
Reports To: Assistant Manager, National Sales

Job Summary: Work in a fast-paced Call Center environment with earning potential of $50,000 + within your first year! Seeking call center agents with a commitment to not only beating sales goals, but also providing an excellent customer experience. If you love people, have great communication skills, consider yourself a great multi-tasker, and are comfortable with technology, this is the position for you! Ideal Candidates should be personable, empathetic, adaptable, and focused problem-solvers with an acute attention to detail, a desire to learn, and an eagerness to take initiative and exceed expectations.

Job Advantages • Competitive hourly pay plus a comprehensive commission structure • Full health benefits including medical, dental, and vision insurance after 90 days • 401K with annual company match • 100% remote

Essential Responsibilities
Manage large amounts of leads and cases in a timely and effective manner
Meet personal and team sales and qualitative goals
Follow communication scripts when handling different topics or scenarios
Seize upsell opportunities
Build sustainable relationships, engage customers by going the extra mile
Utilizing CRM (case management software) to track guest interactions.
Assist in improving the omnichannel customer experience by continuously providing feedback.
Follow-up with customers to ensure all problems were properly resolved.
Communicate professionally with all internal and external contacts.
Completes all required training modules and certifications prior to due date.
Follows all Company policies and executes Company standards on appearance as well as appropriate brand representation.
Communicates any concerns or issues to leadership to ensure proper efficiency of department and company operations.

Education
High School diploma or equivalent required
Associate's Degree in Business or related field preferred
Bachelor's Degree in Business or related field preferred
Professional Experience
Prior experience a plus, but is not necessary
Comfortable with technology, familiar with Sales Force
1+ Years Sales experience
1+ Years Call center experience
Skills List
Ability to act upon insights and perceptions independent of rational thought.
Builds rapport with individuals at all levels of an organization.
Returns phone calls and emails in timely manor.
Comfortable and confident with consultative selling.
Seeing things through to the end.
Shows appropriate support to other team members to help them get the job done.
Skillful in collaborating with others to identify problems, provide advice and develop agreeable solutions.

Competencies Knowledge
Comfortable using and multi-tasking between various computer tools, mobile devices & software programs
Strong oral, written, and interpersonal communication skills.
Energetic telephone voice- Strong phone contact handling skills and active listening
Strong typist
Willingness to working evenings, weekends and holidays
Bilingual a plus
Licenses and Certifications

Physical Demands
Office Environment
Sitting for up to 8+ hours
Standing occasionally
Walking occasionally
Talking frequently
Hearing Frequently
Usage of hands and fingers
Reaching with hands and arms
Scope

Now don’t fall asleep out there… the sooner that we receive your application, the closer you are to the career of your dreams!
DIVERSE CANDIDATES ARE ENCOURAGED TO APPLY

Mattress Firm is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any applicant or employee for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Mattress Firm is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.