Mattress Firm Customer Care Specialist in Rocklin, California
Customer Care Specialist
Corporate Rocklin, CA Office
First Open Date:
The individual in this position provides customer service and support to all Sales Departments including Digital and MCS.
• Receives and responds to incoming customer service inquiries and/or complaints
• Responds to all letters, e-mails, chat, social media, and telephone contacts in a timely and professional manner • Obtains necessary paperwork and documentation for customer issues • Coordinates solutions for customer issues, while collaborating with senior management • Evaluates reports and determines action based on guidelines and standard operating procedures • Communicates actions to customer
• Follows up on customer complaints • Interacts with Manufacturer’s regarding product issues and shipping location • Attempts to save sales and reduce additional costs to the company • Prepares customer invoices, refunds, deliveries, and exchanges • Completes other projects and special assignments as requested by supervisor and/or Senior Management • Excel to maintain a positive image of the company through all business relationships
Knowledge Requirements: • Microsoft Office Suite • Windows XP, Vista • Extensive knowledge of Winstis, Microsoft AX and any other system.
Professional Experience • 2+ years customer service experience • 2+ years retail experience
Education/Training • High School diploma or general education degree (GED), three years or more related experience or training; or equivalent combination of education and experience • Ability to read and interpret reports, documents such as safety rules, maintenance instructions, and procedure manuals.