Consumer Care Representative

Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation.

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!

Job Summary

Reporting to the Customer Service Manager (Order Desk and Customer Service, the Customer Service Representative is the primary point of contact for our end users and customers, dealers and sales teams. Providing outstanding customer support through accurate, timely and professional enquiries utilizing multiple communication platforms. In addition, this role is responsible for collaborating with peers to contribute in improving work processes and supporting Tempur Sealy Canada’s positive, dynamic work environment.

Responsibilities

• Enjoy fast-paced days of problem-solving and connecting with customers by telephone via inbound calls, emails and instant messages;
• Deliver first-class customer experiences answering questions, troubleshooting issues and providing information in response to questions, concerns, inquiries and requests;
• Support all our dealers and end users through accurate, timely and professional responses/solutions to enquiries while delivering memorable service;
• Partnering with others within the customer service department and other areas to resolve issues such as claims processing, troubleshooting and product ordering etc.;
• Connecting with our retail partners to assist with providing support to our shared end users, as well as redirecting customers to them;
• Other duties as assigned.

Qualifications

• A minimum of 3 years of providing friendly and professional assistance to customers through order processing, product information and assisting with customer inquiries and complaints;
• Previous call center experience is an asset;
• Enjoying being an advocate for our customers, while working in a fast-paced environment and maintaining a positive attitude;
• The ability to work independently along with excellent organizational, time management and communication (written and verbal) skills;
• Excellent computer skills with proficiency in Microsoft suite of products including Excel and PowerPoint;
• Bilingual French and English is a requirement for this role.

Required Skills

• You are a team oriented, self-starter who thrives on attention to detail;
• You are a comfortable communicator through a variety of methods, always professional, courteous and timely;
• You are efficient with your time and processes;
• You are detailed oriented and accurate with your information and work;
• You are comfortable and can easily navigate an organization’s informal and formal networks.

Tempur Sealy International is committed to equal opportunities, and values diversity in our workforce. We provide equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, or any other legally protected characteristic. We maintain a fair and inclusive hiring process, ensuring that all candidates are evaluated based on their qualifications, skills, and experience. Our dedication to equal opportunities extends to every aspect of our organisation, fostering an inclusive and supportive work environment for all team members.