Resident is an industry-leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night's sleep)! 

Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post purchase journey. We love to use data and metrics to drive our decisions, while keeping in mind that customers don’t speak in numbers, and that each one should be treated as a member of our family.  

Oh, and by the way - we’ve been doing the “remote work thing” since the day we started. So you can expect a hard working team of people that understands how to create meaningful connections and get great work done virtually - it’s in our nature!

Resident’s ideal candidate for this position: a self-starter with an ability to adapt quickly in a fast-paced remote environment who communicates effectively. Enjoys customer management through the entire sales cycle while having the ability for unlimited earning potential. Our Sales Representatives convey passion for our products and their customers each and every day.

This is a Remote, Work from Home opportunity. Candidate must be available to work any Full Time 40 hour work week. Currently, our team has 4 open shifts available (we operate 365 days per year): 8:45a-5:15p, 10:45a-7:15p, 12:45p-9:15p, 4:45p-1:15a EST. Candidates must be willing to work weekends & key holidays. To be considered, candidates must reside and be authorized to work in the United States. Additionally, you must have a dedicated quiet work space to be considered for this role.

What You'll Be Doing

• Live and breathe a Customer First mindset
• Provide a world class sales experience to customers and prospects via phone, email, and chat
• Use a sales oriented mindset to manage customer requests and order generation
• Comfortable handling a high volume of product and service questions
• Use our data driven marketing tools to help drive sales via various warm leads on inbound channels and sales interactions
• Utilize your innate sales skills- active listening, qualifying customers, and helping lead the customer to the right product for them
• Keeps retention top of mind by creating opportunities and options for customers interested in cancelling/returning orders
• Be able to treat each customer with respect, empathy and understanding, no matter what kind of day you’re having
• Be prepared to become a ‘mattress and sleep expert’ - open to learning new concepts, adept at remembering details, quick on your feet with accurate recall of key information
• Keen to solve problems - do a little research to get the whole picture, and navigate towards customer centric solutions within the parameters of established policies
• Comfortable engaging non-stop throughout your shift with customers via phone and email
• Willingness to participate by video chat on all internal team meetings
• Surface what you see - share your front line insights with team leads, supervisors and managers to help drive continuous improvement in our customer experience
• Help customers and prospects find the best products to meet their needs - always be looking for opportunities to bring more of our products into customer homes to improve their quality of life - after all - what’s more important than a great night’s sleep?
• Get excited to come to work every day - bring your best self, be a great team member and get to know fellow employees located around the world!

Requirements

• A minimum of 1 year of sales and customer support experience in any environment
• A minimum of 1 year working in a contact center environment, either remotely or in person - you thrive on phone, chat and email
• Have experience handling a high volume of tickets
• Excellent written and spoken English
• Strong conflict resolution and de-escalation skills
• Highly detail oriented with excellent documentation skills and sense of personal accountability
• Ability to bring an upbeat, professional and respectful approach to work each day
• Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
• Comfortability and familiarity with working from home and being a self-starter
• Tech savvy with the ability to type at approximately 50+ WPM (ideally)
• Blazing fast internet connection in your zen work sanctuary

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.