Escalations Specialist

CRAFT MEETS COMFORT. At Resident, we believe your living space shouldn’t just look good, it should feel good. That’s why we’ve created a house of brands that focuses on quality materials, timeless style, and most importantly, comfort. Our current brands include the award-winning Nectar, DreamCloud, Awara, and Siena products and we continue to invest in new categories to broaden our offering and address our customer's needs. Since our inception in 2017, Resident has become one of the fastest-growing, scaled, and profitable omnichannel retailers in North America. We are a disruptor in the broader home furnishings category underpinned by deep and proven expertise in data science & analytics, performance marketing, and e-commerce technology. As our business continues to grow, we are focused on building world-class retail, finance, operations, logistics, data science, performance marketing, and customer success-driven teams that thrive in a modern work environment.

At Resident, our staff is dedicated to the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.

This is a Remote position. To be considered for this role candidates must reside and be authorized to work in the United States. 

Job Overview:

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.

Responsibilities:

• 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

Skills/Qualifications:

• 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 We Offer: (subject to eligibility requirements):

• Remote-first workplace (since 2016!)
• Competitive Pay
• Health, Vision & Dental Insurance 
• HSA company contributions
• 401K with company match component 
• Generous PTO 
• Wellness benefits
• Online learning resources & trainings 
• WFH office and cell phone/internet stipend 
• A FREE MATTRESS plus an awesome Friends and Family discount!

If you reside in a state or location where pay transparency laws or regulations have been adopted, please read the following: The salary for this position is $18.50-$20.50/hour. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location, and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at [email protected].

As part of our hiring process, Resident may conduct employment-related reference checks for finalists for this role. This may include contacting current or former employers, supervisors, or professional references to obtain job-related information regarding work history, performance, and qualifications.

Any information requested or considered will be limited to job-related factors and will not include information related to protected characteristics, including but not limited to age, disability, medical condition, family status, race, religion, national origin, sex, sexual orientation, gender identity, or any other status protected by applicable law.

Reference checks are conducted consistently and fairly for candidates applying to the same role and are used as one component of our overall hiring decision-making process.

By applying for this position, you acknowledge that you have been informed of this process. If you advance in the hiring process, you will be asked to provide a separate written authorization before any reference checks are conducted.

While this role at Resident is remote, if hired, please note that Resident employees are expected to first notify the People Operations Team (HR) if they plan to move from the state in which they were hired. Additionally, from time to time, the Company may organize in-person meetings, trainings, team events, or other off-site gatherings that are important to business operations and team alignment. Attendance at these events is considered an essential function of the role, and Resident employees are expected to participate and travel as-needed. The Company will provide advance notice of such events and will cover approved, reasonable business travel expenses in accordance with Company policy.

Resident is a privately held company headquartered in San Francisco, CA, with offices in Tel Aviv and manufacturing operations in Jeffersonville, IN.  Learn more at: https://www.residenthome.com.

Resident is committed to a policy of equal employment opportunity, and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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Resident Home participates in E-Verify.