Purple is a digitally-native vertical brand with a mission to help people feel and live better through innovative comfort solutions. To us, comfort means more than great products, it means empowering every employee to feel comfortable being themselves. We believe your career at Purple will be a one-of-a-kind “Career in Comfort” because our workforce is one-of-a-kind. We are committed to a culture of collaboration where every voice is heard and understood. As an innovation company at our core, we believe a diversity workforce brings better insights, solutions and products and serves as the backbone to bettering our company. Join with us as we add to our team of exceptional individuals who will help us take over the world — one mattress at a time.

Job Summary
Our Customer Care Specialists (a.k.a. “Comfort Gurus”) are tasked with providing world-class, professional support and service to our valued customers. Our specialists can be placed on any number of teams within the service and support center. This includes core servicing (calls, chats, email) and operations support. Regardless of assignment, our specialists are all focused on ensuring that our customers receive top-notch customer care at every touch point.
Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties and responsibilities Include the following. Other duties may be assigned to meet business needs.

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Respond to customer inquiries via phone, taking appropriate action to ensure each customer receives world class customer service.

• Process product orders for customers.
• Assist customers with website navigation, online checkout process, or technical issues.
• Provide detailed notes and documentation for each customer interaction.
• Maintain acceptable customer satisfaction and quality monitoring ratings.
• Maintain acceptable productivity, schedule adherence and utilization levels.
• Meet all individual performance metrics.
• Maintain in-depth, detailed, current knowledge of all products, including warranty/returns/refunds policies and procedures.
• Depending on assignment, may be tasked with any number of administrative processes, including returns, warranties, exchanges, cancellations, chargebacks, financing and payment options, fulfillment issues, etc.

EDUCATION/EXPERIENCE REQUIREMENTS

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High School Diploma or GED

• Minimum two years customer service experience, preferably in a call center environment
• Experience with Microsoft products
• Experience with inContact preferred
• Experience with NetSuite preferred
• Experience with Zendesk preferred
• Knowledge of mattress industry helpful
• Some sales experience preferred

KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

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Ability to thrive in a fast-paced, high-energy, change-oriented environment

• Stellar communication skills
• Punctual and dependable
• Hard working with excellent attendance
• Superior computer and typing skills of 35 wpm
• Schedule ranges between 7:55am and 6:25pm (Monday – Friday) and starts on January 16th, 2023

BENEFITS AND PERKS

• Medical, Dental, Vision

• 401(k) Match

• Generous PTO

• Market Money

• Earn a Mattress

• Purple Swag

• Amazing Purple Products

WHY WORK AT PURPLE?

• Make your mark: We value innovative thinking. At Purple, you will be empowered to bring your ideas to life as we work together to improve people’s lives through comfort.

• Gain unique experience: Be a part of one of the fastest growing companies in Utah! The contributions you make will matter at Purple as the company continues to grow with you.

• Awesome culture: Join the tight-knit team at Purple and you can enjoy working alongside industry experts, making close friends, and annual employee appreciation events.

Purple provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment.

Job Type: Full-time

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