Customer Escalations Specialist

Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic, Sealy and Stearns & Foster. We hire people who have a passion for helping others find their best night's sleep. No matter what stage of your career, you can build your future at Tempur Sealy!

OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:

• Generous Paid Time Off
• Competitive Medical, Dental & other wellness programs
• Disability and Life Company Paid
• Retirement Plan Options
• Generous Employee Purchase Discounts

Pay Range: $34,000 - $48,000

What You'll Do (Essential Duties and Responsibilities):

The Customer Escalation Specialist will collaborate with our customer service center, customers, and internal business partners to improve service, deliver resolution, and increase customer satisfaction. The coordinator should accomplish this through driving consistency, quality, and accuracy in the handling of real-time phone/chat tier 2 support and provides direct contact for repeat caller and escalation ownership. The coordinator's responsibilities are largely tied to phone call support and will include an organized weekly inbound phone production schedule on peak volume days.

• Troubleshoot and solve problems associated with end-consumer support and escalations related to order fulfillment, tracking, cancellation, and other customer requests.
• Resolution of Tempur Sealy escalations - coordinator will act as a dedicated resource to customer through resolution.
• Answer, inquire, respond, and resolve identified repeat caller customers in real-time to reduce secondary and third contact attempts to TSI.
• Representative will be logged into phone systems throughout their workday and is expected to respond to phone calls, emails, and chats in alignment with defined service levels.
• Work in a team environment across multiple functions (customer service, Manufacturing/Assembly, Logistics, Accounting, Sales and the customer account) to provide a high quality of service.
• Provide regular updates to Supervisor/Manager, Sales Representative, and customer account as required.
• Be a voice/advocate for the customer as well as a responsible representative of Tempur-Sealy.
• Proactive ownership in a fast-paced environment to identify problems, trends, and report them to leadership for resolution.
• Perform other duties as assigned.

What You'll Need (Qualifications):

• Experience in customer service, order fulfillment/management, or inventory distribution preferred.
• Must possess an elevated level of professionalism.
• Ability to multitask within several computer systems while on the phone.
• Attention to detail.
• Proficiency in Microsoft Office
• Aptitude for quickly learning and navigating new technology systems and applications.
• Excellent written and verbal communication skills.
• Must have advanced computer skills/typing ability.

Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.