Customer Experience & Support Specialist

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ViscoSoft is a Charlotte, NC-based global sleep company that launched in 2007. We believe that quality materials and innovation make the difference. We’ve evolved from a company that sourced & manufactured private label products for retailers to a fast-paced, direct-to-consumer company that develops and commercializes sleep products through third-party marketplaces, such as Amazon, our own websites and several other digital presences. We manage a family of brands that represent products such as mattresses, mattress toppers, pillows, & blankets. The company has rapidly increased consumer brand awareness and customer growth through these channels has followed.

We’re looking for a customer service specialist to help service our growing list of customers.
A successful candidate for this role will have a strong understanding of the company’s customer service strategies and be well-trained in product knowledge that will be critical for offering quick and accurate assistance.

• Answers incoming customer calls regarding product problems, questions, and general client concerns.
• Monitor customer reviews and provide feedback/assistance as needed.
• Handle product returns in accordance with company guidelines.
• Monitor any urgent notifications on Amazon and facilitate the resolution of cases
• Monitory social media presences for customer questions, reviews and engagement opportunities