Customer Care Agent II

Customer Care Agent II

*(Onsite Only-Tracy)

Zinus is seeking a Customer Care Tier 2 agent to join our growing support team in Tracy, CA. Tier 2 agents will triage escalations from our offshore BPO partner agents and multiple reseller portals to drive resolutions in a timely matter. Our Care team values a committed, enthusiastic and empathetic team-player that is willing to think outside the box and provide a great customer experience.

Responsibilities:

• Answer all inbound calls/chats/emails and responds to escalated calls by Tier 1 within SLA
• Meets productivity, CSAT and QA requirements and other key performance metrics
• Courteous, shows empathy, develops rapport, and expresses appreciation to all customers internal and external.
• Use clear and concise case documentation
• Identifies trends and escalates complex issues appropriately
• Ability to comprehend issue(s) and try to resolve on first contact
• Uses appropriate macros per workflow and able to customize and update macros as needed
• Uses appropriate grammar, sentence structure or syntax
• Drives daily actions based on discussion & guidance from Team Lead
• Good product knowledge, able to search product info on partner portals (Amazon, Walmart, Wayfair, etc.) and ability to improve product knowledge over time
• Work with multiple internal departments and BPO partners to resolve customer issues
• Confident, efficient and has control of the conversation – inbound and outbound
• Articulates options for customer
• Support multiple reseller portals at an advanced level
• Back up all channels as needed
• Able to follow workflows and work with minimum supervision

Requirements:

• Proficient computer skills and experience with MS Office
• Excellent communication (written and verbal) skills
• Good comprehension skills
• Good documentation skills
• Previous call or contact center experience, 2 – 3 years
• Flexible to work multiple shifts, including weekends
• Can handle multiple tasks

Preferred

• Excellent attendance
• Experience with Gladly or other ticketing system like Zendesk, SAP, Shopify, MS Office
• Coachable
• Proactive
• Quick learner
• Collaborative

Work Authorization/Security Clearance
Must be authorized to work within The US.

About Zinus

Zinus is a rapidly growing and highly successful Global eCommerce mattress and furniture company that values and empowers an entrepreneurial spirit in all of our employees. We’ve been in the mattress and furniture business for over 17 years, compressing and delivering mattresses in a box a decade before anyone else, so we know a thing or two about this business. If you chose to join Zinus you’d be joining a team that is committed to the happiness of its employees and customers above all else, with the express goal of delivering products and experiences that invoke wonder and joy on a daily basis.