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 - Good Feet is a health & wellness company that provides personally-fitted arch supports. It was founded in 1992, and is headquartered in Carlsbad, California, USA, with a workforce of 51-200 employees. Its website is http://goodfeet.com.