Customer Service Representative

Customer Service Representative

Location: 3200 N 29th Ave, Hollywood, FL 33020

Department Customer Service

Reports To: Customer Service Manager

About Sleeplay:

A modern CPAP ecommerce dedicated to connecting the next generation with experts and products, from CPAP machines and cleaners to masks and humidifiers, for the deepest, best sleep possible. Through its white-glove customer service and innovative website, Sleeplay removes the headache and hassle in discovering high-quality products by easily connecting customers with CPAP Experts to help them better understand their diagnosis and sleep needs.

Job Summary:

Sleeplay is seeking an experienced and motivated Customer Service Manager to lead a team of dedicated customer service agents. This individual will ensure exceptional service standards, foster training, and enhance agent performance to meet and exceed customer expectations. The ideal candidate will have in-depth knowledge of CPAP products and supplies, hands-on experience in customer service management, analytical and methodical skills and a proactive approach to problem-solving.

Key Responsibilities:

- Leadership: Lead, train, and mentor a team of customer service agents, ensuring professional growth and performance improvement.

- Training & Development: Develop and execute training programs on CPAP products, customer interaction best practices, and effective communication.

- Customer Satisfaction: Monitor and maintain high standards of customer service, including response times and quality of assistance provided.

-Analytical Performance: Use data-driven insights to monitor team performance, customer satisfaction, and response metrics.

-Analyze trends in customer interactions, assess common issues, and identify improvement opportunities. Regularly report on KPIs, analyze negative reviews for actionable feedback, and recommend data-backed strategies to enhance overall service quality.

-Proficiency in Excel and other analytics tools is essential for evaluating metrics and generating actionable insights to guide team and process improvements.

- Software Proficiency: Utilize customer service software effectively and have knowledge of Shopify, Aircall, HubSpot, or Zoho is a plus

- Problem Resolution: Address and resolve complex customer inquiries and issues, ensuring prompt and satisfactory resolutions.

Qualifications and Requirements:

- Experience: Minimum 3-5 years in a customer service leadership role, preferably with CPAP or medical equipment knowledge.

- Analytics Skills: strong background in excel and any other analytics software

- Technical Skills: Familiarity with Shopify, Aircall, HubSpot, or Zoho is a plus.

- Communication: Strong verbal and written communication skills.

- Adaptability: Comfortable working in a fast-paced, dynamic environment with a proactive approach to continuous improvement.

-Bachelers Degree is Required

Plus:

-Video Representation: Be willing to appear in video content for customer support tutorials or product demonstrations.

Benefits:

- Competitive salary and performance-based incentives

- Health insurance

- Paid time off and professional development opportunities

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• Health insurance
• Paid time off

Shift:

• Day shift

Experience:

• Analysis skills: 1 year (Required)
• Management: 2 years (Required)

Ability to Relocate:

• Hollywood, FL 33020: Relocate before starting work (Required)

Work Location: In person