Escalations Specialist, Resident
The hourly pay for this position is $18.50-$20.50/hour
More information about location
Mattress and home furnishings retailer
Job no longer available
Mattress and home furnishings retailer
501-1000 employees
Job no longer available
The hourly pay for this position is $18.50-$20.50/hour
More information about location
501-1000 employees
Company mission
To make shopping for home essentials effortless, enjoyable, and risk free - because everyone deserves a beautiful home and a great night's sleep.
Role
Who you are
- Ideal candidates are required to have open availability between 9:00 AM and 12:00 AM EST, including full availability on weekends
- Minimum of 2 years of relevant experience in a fast-paced, growth-oriented environment
- Excellent written and spoken English including strong communication skills and ability to recall and coherently summarize complex issues and situations
- Comfort with and experience directly handling a high volume of escalated customers via phone and email, diffusing negative customer experiences with strong resolution, empathy, and positive redirection skills
- Strong interpersonal skills with a resilient, positive mindset and the ability to bring an upbeat, professional, and respectful approach to both internal and external customers
- Skilled communicator with the ability to recognize, understand, and appropriately respond to a wide range of customer sentiments with utmost professionalism and thoughtfulness
- Comfortable communicating with others within the organization promptly and professionally and providing front-line perspectives on key issues
- Experience and proficiency with creative problem-solving, critical thinking, and troubleshooting
- Highly organized with strong attention to detail and an ability to discern, document, and promptly follow through across multiple areas of customer dissatisfaction or concern
- Accountable and consistent performer with a desire to grow, driven by excellence and committed to exemplifying Resident’s core values consistently
- Ability to consistently meet expectations and performance goals
- Comfortable and familiar with working from home, highly focused and self-motivated team player, bringing an upbeat, professional, and respectful approach to every customer, leader, and coworker each day
- Experience and proficiency in web-based tools and technology such as Google Suite, Slack, and Asana with the ability to type 50+ WPM
- Experience working with a BPO or hybrid team
- Demonstrates curiosity and adaptability in adopting new technologies and AI solutions to support evolving business needs and future growth
What the job involves
- The Escalation Specialist is responsible for providing best-in-class customer care to Resident customers by promptly and effectively resolving escalated customer concerns in real-time and enhancing customer satisfaction from the first point of contact to the final resolution
- As part of the Customer Care team, the Escalation Specialist provides direct support to escalated and high-effort customers via inbound and outbound calls and emails by proficiently assessing and resolving customer questions and concerns and demonstrating an elevated level of attention, care, and follow-through
- You'll be responsible for inbound phone support for escalated and high-effort customers with a focus on customer satisfaction and retention. Effectively manages customer objections and offers knowledgeable product support to demonstrate value and build loyalty. Includes inbound and outbound phone support and email correspondence
- Takes initiative and ownership over the customer experience by identifying opportunities for an improved experience and facilitating smooth and efficient resolutions that meet and exceed customer expectations
- Focuses on repairing each negative customer experience by actively listening, building trust, following through, and providing resolutions that improve sentiment and reduce customer effort
- Initiates and tracks resolution action items, documents and communicates with accuracy and detail, and tracks customer feedback, needs, and special considerations. Proactively sets appropriate expectations as both an advocate for the customer and a representative of the company
- Uses Five9, Intercom, and other tools such as GSuite and Slack to track and follow through on action items and document resolution plans and progress
- Attends weekly meetings, trainings, coaching sessions, and touch bases as scheduled and shares frontline insights with team leadership to help drive continuous improvement in our customer experience
- Serves as a subject matter expert and brand ambassador for all of our brands, with the ability to speak to and support all of our products, processes, and services
Our take
Resident is a modern home goods company on a mission to make everyday living more comfortable and enjoyable. Founded in 2016, it started with the best-selling Nectar mattress and has grown into a family of award-winning direct-to-consumer brands, including DreamCloud, Awara, Siena, and CloverLane.
The company focuses on giving customers better choices, great value, and peace of mind with industry-leading trial periods and warranties. From mattresses to home essentials, Resident serves people looking to create a beautiful and functional home without the usual hassle of shopping. So, by operating primarily online, it makes it easy for customers across the US and beyond to access their products.
Resident's growth has been rapid too, with a remote-first workforce spread across 33 US states, plus teams in the UK and a tech hub in Tel Aviv. As it continues expanding its product lines and global reach, Resident aims to redefine the home goods industry, making shopping effortless and homes more enjoyable for everyone.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2021
$130m
SERIES B
Jan 2020
$12.5m
EARLY VC
Total funding: $169.2m
Company HQ
Ybor City Historic District, Tampa, FL
Leadership
Eric Hutchinson
(Co-Founder & CEO)Eric is also the Founder of DreamCloud. Previously, he co-founded Madison Reed where he served as the COO for nearly 3 years. He also co-founded Home Value Protection and served as a Senior Product Manager at PayPal.
Maria Testani
(CFO)Prior to joining Resident in 2023, Maria was the CFO at Wolf & Shepard and Savage X Fenty. She also spent 3 years at Bautycounter as the VP of Finance.
Ann Lippman
(CPO)Prior to joining Resident in 2022, Ann was the CPO of Thirty-One Gifts. She was also the VP then Senior VP of People & Culture at Barry's as well as a Director of People Practices at Madison Square Garden Entertainment.
Dave King
(CTO)Prior to joining Resident in 2023, Dave was the CTO at Nacelle, Everlane, and Madison Reed. He also spent over 8 years at Gap as a Director and then Senior Director of IT.
David Briefstein
(COO)Prior to joining Resident in 2020, David was a CCO at TVSquared, CBO at SwoopMe, Head of Accelerate at Comcast Ventures and CRO at Madison Reed.
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