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