Summary: The Guest Service Representative interacts with internal employees and external guests by responding to inquiries on products and services and by resolving requests or conflicts. This position provides technical assistance and service to resolve requests for internal employees and external guests via telephone and computer from a call center located at the corporate headquarters. Areas of assistance may include the use of point-of-sale systems, warranty claims, operating systems, and other guest service requests. The Guest Service Representative will also assist in managing requests from the company Support Center System, overseeing full-cycle ticket process from initiation to resolution/completion. What You'll Do:
- Confer with internal employees and external guests to provide information about products and services, adjust sales orders, answer questions on company operating procedures, or to obtain details of complaints.
- Keep records of guest interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve guests' problems.
- Contact guests to respond to inquiries or to notify them of actions taken in order to rectify situations.
- Recommend improvements in internal and external guest service standard operating procedures to prevent future problems.
- Refer unresolved guest grievances to designated departments for further investigation.
- Monitor and measure incoming guest satisfaction calls.
- Respond to guest service requests as reported via the company Support Center system.
- Work closely with the sales and operations teams to ensure exemplary guest service.
- Assist operational teams with scheduling guest deliveries.
- Handling guest complaints and resolving issues in a timely and professional manner.
- Perform post-delivery calls to monitor guest satisfaction with sale to sleep experience.
- Make any necessary changes to sales order tickets in the POS system for internal sales employees.
- Provide Support Center assistance to sales employees on the POS system, company standard operating procedures, and guest service requests/issues.
- Fully communicate problem status and resolutions with internal employees and external guests by maintaining a friendly and helpful attitude.
- Aid sales team in troubleshooting sales order ticket problems in the POS system.
Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon 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. What You'll Need:
- Friendly & Guest Patience - Ability to act calmly under stress and strain and to exhibit a cheerful demeanor toward others.
- Honesty/Integrity - Ability to be truthful and be seen as credible in the workplace.
- Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
- Problem Solving & Communication - Ability to communicate effectively with others to find a solution for or to deal proactively with work-related problems.
- Empathetic & Conflict Resolution - Ability to appreciate and be sensitive to the feelings of others and to deal with others in an averse situation.
- Detail Oriented - Ability to pay attention to the minute details of a project or task.
- High school graduate or General Education Degree (GED) required, Some college preferred.
- 1-3 years of relevant experience
- Help Desk system experience
- CRM system experience preferred.