Customer Care Representative

Job Description We are seeking a Customer Care Representative to join our team to assist in continuing the highest level of standards in care and customer outreach which are the hallmark of Newton Baby. You will be responsible for helping customers by providing product and service information, resolving technical issues, reporting on events in communications, initiating and closing sales through detailed product knowledge. This role will communicate and work closely with Newton’s Customer Success Manager and Newton’s Director of Customer Experience to maintain Newton’s impeccable reputation for excellence in Customer Service.Responsibilities Include But Are Not Limited To:Answering customer needs primarily through phone, chat, and SMS channelsTriage tickets, assign and complete as required to meet SLA goalsHandle sensitive and detailed customer inquiriesProvide feedback on customer communications through our tracking systemsDevelop and maintain a knowledge base of our evolving products, services, and processesQualifications:Previous experience in a customer service position or public communications position 2+ yearsExperience with CRM and ticketing platformsGood working knowledge of ExcelAbility to learn new services and platforms quickly and efficientlyAbility to build rapport with clientsAbility to prioritize and multitask with great attention to detailPositive and patient phone presenceExcellent written and verbal communication skillsExperience in eCommerce customer service preferredExperience with Zendesk is a plusExperience with NetSuite is a plusGreat attitude and friendly demeanor with the ability to work calmly under pressureAbility to manage tasks and priorities from a home office settingMust have a functional home office environment for answering phone calls, chats & text messagesWhat We Offer:Unlimited VacationHealth, Dental, Vision, Pet Insurance, plus more!401k24/7 Employee Assistance ProgramPaid Parental LeaveGenerous Employee Discounts on productsCompany DescriptionAbout Newton BabyAt Newton, we’re on a mission to provide the whole family with safer, healthier, better products for rest and play. Our trusted, top-rated mattresses, sleep accessories, and more make us a favorite for babies, kids, parents, and pups alike.Awards & MentionsNewton Baby crib mattresses have been featured as top products in The New York Times, Good Housekeeping, The Bump, and Parents Magazine.Company CultureOur company's culture is always evolving to fit the needs of both our customers and employees. At Newton Baby, out-of-the-box ideas are encouraged, a healthy work-life balance is prioritized and vacation is unlimited!Company DescriptionAbout Newton Baby At Newton, we’re on a mission to provide the whole family with safer, healthier, better products for rest and play. Our trusted, top-rated mattresses, sleep accessories, and more make us a favorite for babies, kids, parents, and pups alike. Awards & Mentions Newton Baby crib mattresses have been featured as top products in The New York Times, Good Housekeeping, The Bump, and Parents Magazine. Company Culture Our company's culture is always evolving to fit the needs of both our customers and employees. At Newton Baby, out-of-the-box ideas are encouraged, a healthy work-life balance is prioritized and vacation is unlimited!