Multi-Channel Customer Care Specialist

Purple; Draper (UT); On-site; USD 2,066,000 - 2,342,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) Match

Paid Time Off

Earn a Mattress

Purple Swag

Purple Products

Job summary

Purple is hiring for a Customer Care Specialist to join our team in Draper, Utah. This full-time role supports our service center across calls, chats, email, and returns, ensuring world-class customer care and detailed case documentation.

Successful candidates will have strong communication skills, the ability to problem-solve, and resilience for high-volume interactions. The position includes benefits and a culture of inclusion and growth.

Qualifications

• Demonstrated ability to communicate effectively with customers on a variety of post-purchase questions.
• Excellent written and verbal communication skills.
• Solid ability to identify what a customer needs, problem-solve, and create approved solutions that provide an excellent experience.
• Ability to maintain strong mental fortitude through challenging or stressful interactions.
• Proficient with basic computer hardware and able to quickly learn job-specific software systems.

Responsibilities

• Responds to customer inquiries via phone, chat, email, text, or social media, taking appropriate action to ensure world-class service.
• Provides detailed notes and documentation for each customer interaction.
• Maintains acceptable customer satisfaction and quality monitoring ratings.
• Maintains acceptable productivity, schedule adherence, and utilization levels.
• Meets all individual performance metrics.
• Maintains in-depth, current knowledge of all products, procedures, and policies, including warranty, returns, and refunds.
• Works cross-functionally across chat, email, and phone channels.
• Works in office through training and initial certification, and as needed for additional training, collaboration, or team meetings.

Skills

Customer service

Written communication

Verbal communication

Problem solving

Stress management

Tech savvy

Education

High School Diploma or GED

Some college

Tools

inContact

NetSuite

Zendesk

Job description

Purple is hiring for a Customer Care Specialist to join our team in Draper, Utah. This full-time role supports our service center across calls, chats, email, and returns, ensuring world-class customer care and detailed case documentation.

Successful candidates will have strong communication skills, the ability to problem-solve, and resilience for high-volume interactions. The position includes benefits and a culture of inclusion and growth.