Customer Care & Sales Associate
Good Feet Midwest is dedicated to helping individuals live without limits caused by foot and joint pain. The Customer Care & Sales Associate plays a crucial role in supporting this mission by providing personalized assistance and sales support to customers, ensuring they feel heard and confident in their journey to better health.
Responsibilities
- Manage inbound call queues with a focus on sales conversion, retention, and first-call resolution
- Provide personalized product recommendations and schedule in-store appointments to help customers get the support they need
- Serve as the first point of contact for questions about products, services, or procedures
- Contribute to the development of training materials, scripts, and SOPs
- Conduct timely follow-up with customers after initial inquiries, escalations, or complaints
- Ensure concerns have been fully addressed and satisfaction has been restored
- Rebuild trust with at-risk or dissatisfied customers to strengthen retention
- Provide real-time peer support during or after customer interactions
- Engage warm leads via phone, email, or CRM to book in-store consultations to drive sales
- Apply consultative selling to educate prospects on how Good Feet supports can improve their daily lives
- Document and track all interactions in Salesforce and Appointedd
- Keep store information, services, and promotions current across platforms
- Ensure accurate scheduling and synchronization of appointments
- Monitor online reviews and questions, responding with professionalism and empathy that reflects our brand voice
- Investigate and resolve customer complaints received through channels such as BBB, Attorney General, or corporate escalations
- Work cross-functionally with leadership and compliance to resolve high-impact concerns
- Document resolutions thoroughly in Salesforce
- Assist with daily call center workflow, including escalations and shift coverage
- Track and report performance metrics to the Team Manager
- Promote a supportive and motivated team culture
- Recommend process improvements that enhance efficiency and customer experience
- Maintain deep knowledge of our products, promotions, and policies
- Guide customers through complex issues with patience and clarity
- Translate technical details into simple, actionable steps that help customers feel supported
- Monitor, respond, and escalate messages from the public inbox
- Ensure timely follow-up and accurate documentation of all correspondence
Skills
- Excellent communication and de-escalation skills
- Ability to navigate sensitive conversations with empathy and professionalism
- Strong knowledge of CRM platforms (Salesforce and Appointedd)
- Highly organized, detail-oriented, and solution-focused
- Proven success in sales, retention, and or customer service
- Ability to multi-task while remaining calm under pressure
- Passionate about improving people's quality of life through Good Feet's mission
- Bilingual candidates are strongly encouraged to apply and are highly valued on our team
Benefits
- Competitive salary and bonus structure
- Paid training and onboarding with continuous development programs
- High-growth retailer with ample opportunities for advancement
- Medical, Dental, and Vision insurance – 1st of the month after 30 days of employment
- Competitive PTO program with several paid Holidays
- 401K with a company match
- Exclusive Member Deals
- Financial Wellness Program
- Flexible Spending Accounts (FSA) for medical expenses and Dependent Care FSA
- Voluntary Benefits including: Life Insurance and Accidental Death & Dismemberment (AD&D), Short-Term and Long-Term Disability coverage, Critical Illness Insurance, Hospital Indemnity Insurance, Accident Insurance, Legal Insurance (MetLaw), Whole Life Insurance with Long-Term Care Rider
- Cancer Advocate Plus Program – personalized cancer management and screening resources
Company Overview