mattress and home furnishings category. Since our founding of theaward-winning Nectar Sleep in 2016, we have since launched additional newbrands with the same mission of making inspiring products people lovecoming home to.Every part of our company is built around growth, experimentation andvelocity. If you believe in the importance of data-driven decision making,naturally curious and possess a truly customer-centric orientation, wemight just be the right company for you!**This is a 60 Day Contract Remote, Work from Home opportunity.Must be available to work any PT/FT scheduled shift given between thehours:  6:00a-9:30p PST/ 9:00a-12:30a EST SUN-SAT. We are open 365 days ayear. Must be willing to work weekends & key holidays. Additionally,you must have a dedicated quiet work space to be considered for thisrole.**ResponsibilitiesHelp solve escalated issues through phone, email, or chat (multichannel use- phone/email or chat/email)Troubleshoot, investigate, and create detailed notes in our adminsystemProvide follow up calls to customers to troubleshoot issues asnecessaryActively collect insights from customers and focus on closing thecommunication loop by providing product feedbackProvide timely updates regarding new trends in support issuesDevelop and document best practices to enhance troubleshootingprocessesDrive business growth and revenue by assisting with any sales inquiriesor opportunities to cross sell/upsellHave a strong focus on retention by creating opportunities and optionsfor customers interested in cancelling/returning ordersBe a Subject Matter Expert/Brand Ambassador for all our productsContinue to build on an already strong CS team cultureRequirementsA minimum of 2+ years of customer support, sales, de-escalation andretention experienceThe ability to troubleshoot and problem solve on your ownHave experience handling a high volume of ticketsHigh School Diploma or equivalentExcellent written and spoken EnglishStrong written communication skills that give you the ability toexplain sometimes-complex instructions coherentlyAbility to bring an upbeat, professional and respectful approach towork each dayExperience/proficiency in programs such as Kustomer, Chat Tools,Zendesk, Google Suite, SlackComfortability and familiarity with working from home and being aself-starterStrong conflict resolution, sales, and de-escalation skillsStrong computer skills with the ability to type at approximately 50+WPM (ideally)Developed skills and refined strategies to turn requests forcancellations and returns into saves and sales opportunities to increaserevenueInnately sales driven while keeping in mind the true value of thecustomerTagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home