Title: Customer Experience (CX) Associate I

Date: March 1, 2022

Department: Customer Experience

Location: Virginia Beach, VA

Pay: $16.50-$18/hr DOE

Leesa Sleep’s number one Core Value is to put customers first. As a member of our Customer Experience team, you will be instrumental in delivering Leesa’s excellent customer service promise. This role is responsible for managing customer experiences with poise and composure to meet customer satisfaction goals while taking into consideration the business interests.

This position is full-time and headquartered out of our Virginia Beach, VA office. After training, this role works a hybrid scheduled of two days work from home, three days a week in-office with rotating working at home weekends.

Responsibilities:

• Engage with customers via phone, email, or chat that meets and exceeds customer expectations
• Communicate across the CX team to identify and troubleshoot issues
• Provide trends and potential issues to Head of Customer Experience
• Triage customers through smooth transitions to the appropriate team member
• Accurate daily completion of time and attendance in TimeStar
• Maintain a commitment to embrace the company’s mission-centric culture through alignment of personal behaviors with the company’s core values
• Additional duties as assigned

Qualifications:

• 1-3 years’ experience in call center customer service environment
• Experience with Zendesk or similar CRM platform preferred

• Intuitive, critical thinker who excels in problem solving and can process information at a high rate
• Expert communicator across multiple communication channels to include phone, written, and chat environments
• Willingness to champion all problems, no matter how small, on behalf of customer
• Detail-oriented and highly organized
• Ability to answer a high volume of customer touchpoints daily while delivering best in class customer service
• Ability to document (type) notes with a high degree of accuracy in a system while keeping up with the customer and conversation on the phone
• Regular and predictable attendance and punctuality
• Ability to work nights, weekends, and holidays as scheduled

Working Conditions:

• Hybrid Office environment – no special conditions
• If working from home, employee will need to have a designated, distraction-free work environment conducive to the confidential nature of the job
• Flexible nature to manage competing and changing priorities
• Some travel to support business and social impact events and activities

About Leesa

Based in Virginia Beach and launched in 2015, Leesa is an innovative, fast-growing e-commerce mattress brand, challenging the traditional mattress industry with premium sleep products. Leesa is driven by its social mission as much as its performance goals. Leesa has donated over 40,000 mattresses since our launch, continuing to donate through our network of shelters and mission-partners that help homeless individuals, youth, and families have a better place to sleep.

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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

This job description should not be interpreted to be a complete list of all the duties, qualifications and responsibilities performed by the jobholder. To maintain organizational flexibility, management has the discretion to add, drop or change at any time the duties, responsibilities, and expectations of this job. This job description does not constitute an offer of employment, continuous employment, or an employment contract.

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