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