Customer Service Call Center Agent

Mattress Firm - Hicksville, NY (30+ days ago)3.4

The individual in this position is responsible for answering inbound calls from customers, interpreting their needs/concerns, determining the best course of action to resolve issues, and maintaining excellent customer relations.

Key Responsibilities

  • Answer inbound calls from guests regarding warranty claims and exchanges
  • Respond to all telephone contacts, e-mails and other contact methods in a timely and professional manner
  • Qualifying a guest’s potential warranty claim
  • Coordinate an inspection of merchandise via Salesforce
  • Obtains necessary paperwork and documentation for guest issues
  • Evaluate warranty inspection reports and determine available options based on warranty guidelines and standard operating procedures
  • Follow-up with guests to ensure that all problems were properly resolved
  • Coordinates solutions for guest issues and collaborate with supervisors when guidance is needed
  • Maintains a positive image of the company through all business relationships
  • Utilize company phone systems, CRM systems, and ERP systems to assist and record guest information according to department and company policies
  • Ensure schedule and activities (meetings, meals, breaks, etc.) for the day are being adhered to via Workforce Management
  • Completes other projects and special assignments as requested by supervisor and/or Senior Management


  • A typical work week is 40 hours. Must be flexible with schedule including evenings, weekends and some holidays.
  • Customer Care Hours of Operation: Monday – Sunday 9am – 8pm EST

Professional Experience

  • 2+ years customer service/retail experience
  • 1+ years of contact center experience

Knowledge Requirements:

  • Microsoft Office Suite
  • Windows OS
  • WinSTIS
  • Microsoft AX
  • Salesforce
  • inContact

Skill Requirements:

  • Team oriented
  • Exceptional communicator
  • Highly organized
  • Strong written and verbal Communication
  • Conflict resolution
  • Ability to effectively manage multiple concurrent tasks
  • Excels in giving solutions
  • Bi-lingual a plus

Now don’t fall asleep out there… the sooner that we receive your application, the closer you are to the career of your dreams!

Job Type: Full-time

Salary: $16.50 /hour

Work environment:

  • Call center

Communication method(s) used:

  • Email
  • Phone
  • Chat