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Sunlighten is looking to hire a Customer Support-Retention Specialist that will join our growing Customer Care team(link removed) This person will be responsible for triaging, managing, and resolving our customer case tickets that are on hold or need immediate attention. This position will assist with escalated customer cases or calls for prompt solutioning and resolution. The Customer Support-Retention Specialist will assist with the "Outbound Campaign" and "On-Hold Cases Campaign" to ensure both those campaigns are being processed timely and customers are being contacted. This position is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Recently recognized by the Greater Kansas City Chamber of Commerce as the International Small Business of the Year, Sunlighten has been the leader in infrared saunas, which have been shown through clinical studies to help people feel better and achieve their health and wellness goals. The health and wellness industry is on pace to generate over 4 trillion dollars globally this year, and Sunlighten is excited to be expanding in the global market to be a part of this holistic shift in health and wellness.

Duties/Responsibilities:

• Provides timely and accurate information to incoming customer order status and product knowledge requests, assist customers with technical troubleshooting of products, and strive for one-point call resolution.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Provides timely feedback to Customer Care leadership regarding service failures or customer concerns.
• Work with Customer Care leadership on resolution options for escalated customers.
• Provide high-touch customer servicing with each customer interaction and be a good brand ambassador for Sunlighten while interacting with customers.
• Partners with the sales team to meet and exceed customers service expectations.
• Use CRM to process and resolve customer cases in a timely and efficient manner.
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position.
• Performs other duties as assigned.

Requirements

Education and Experience:

• Associates or Bachelors degree in related field
  • High School Diploma or GED + relevant work experience will be considered
• At least 1 year customer service experience
• At least 1 year of telephone/digital communication experience

Skills/Abilities:

• Strong time-management skills
• Ability to manage and process multiple tasks simultaneously
• Strong Technical abilities and problem-solving skills
• Strong communication skills
• Strong Customer Service skills
• Proficient with Microsoft Office Suite or related software.
• Willing to work additional or irregular hours, including weekends, as needed and allowed by local regulations

Benefits

• Medical, dental, vision, and life insurance
• 401(k), with company match
• Profit sharing
• Paid time off
• Private gym on site
• Associate discounts on saunas, day spa services, and products
• James Beard award-winning Chef that cooks lunch four times a week.

Sunlighten provides equal employment opportunity. Discrimination of any type will not be tolerated. Sunlighten is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.