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Customer Experience Associate

4 months ago

Remote, Oregon, United States The Black Tux Full time

The Black Tux is reinventing formal wear so people can show up at their best on the days that matter most. We design and manufacture modern rental suits and tuxedos that actually fit—made of 100% wool, ordered online, and delivered for free.

We are seeking an experienced Customer Experience Associate to join our awesome team of work-from-home, customer experience associates. The ideal candidate will have experience in customer support and retail sales, with experience in empathetic problem resolution. Ultimately, we are looking for a curious, service oriented individual with experience in problem solving, sales and fulfillment. We care about our Customer's Experience and expect a deep customer centricity to enhance our Customer Experience organization.

What you'll do

  • Understand and exhibit The Black Tux brand values, philosophy and culture through all interactions with customers and peers
  • Engage and educate customers on all things The Black Tux, through multiple contact channels, including: phone, chat and email, both inbound and outbound
  • Adhere to all performance expectations and key metrics including Customer Satisfaction and efficiency
  • Understand and identify opportunity through individual metrics and dashboards
  • Lead with curiosity and focus on customer engagement and satisfaction
  • De-escalate customers concerns if there is a less than desirable experience
  • Escalate site issues and troubleshoot with customers
  • Have a growth mindset and willingness to continuously improve
  • You embrace feedback and are able to try new approaches and execute against opportunities
  • Work constructively with peers and other functional areas throughout the organization, including training, operations, showrooms, and outsourced partners
  • This position will report to the Customer Experience Team Leader

Who you are

  • Bring an engaging, inquisitive and spirited style 1+ years of proven customer support experience (bonus if you have sales experience)
  • Ability to work remotely and have a dedicated workspace
  • Ability to work in a fast paced work environment, maintaining focus key performance indicators/metrics
  • Flexible to work overtime during peak season (April - October)
  • A commitment to building rapport with all The Black Tux customers and have a deep understanding of their needs
  • Ability to multitask and manage multiple technologies and software
  • Strong organizational and time management skills
  • Exceptional verbal and written communication skills
  • Be part of more, punctual and reliable attendance, engage with internal team with web cameras

Perk and Benefits of Working at The Black Tux

  • We pay people equally and based on market compensation data
  • We provide a 401(k) plan through Betterment
  • Our full-time employees receive stock options and have a stake in the company
  • Our Health, dental and vision plans are competitive, and we cover 100% of employee coverage and 50% of dependents
  • Paid time off
  • Paid maternity and paternity leave
  • Monthly employee events
  • Free rentals + discounts on garment purchases for you, your partner, and friends & family

We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.

Our people are the most important asset to us. Our benefits, perks, pay and culture reflect this in every decision we make. If you want to learn more about us, check out our Culture Book.

*Internal applicants please contact T&P for transfer guidelines.