Customer Experience Associate

About Lovesac

We are a young-at-heart, fast-growing furniture company, dedicated to helping people fill their homes with Total Comfort. We do this by designing and innovating around furniture solutions that are adaptable, washable, expandable, and delivered-right-to-your-door-able, allowing our customers to live the life they want to live. At Lovesac, we strive to be an employer of choice by embodying a culture that encourages team members to think and dream big. We call this Top Ambition. We aim to not only excel within our industry, but also make a meaningful impact on the world. Above all else, we're driven by love (because it matters) and are dedicated to promoting love and happiness in all aspects of our work. It's about success, of course, but it's also about making a positive impact on everyone our business touches. By prioritizing work-life balance and flexible schedules, we help people find great fulfillment in their careers and their lives.

The Role

As a Customer Experience Associate, you will play a pivotal role in fostering relationships with our customers, driving sales and customer satisfaction. This position combines in-store customer experience responsibilities with remote customer service support, requiring an individual who is equally skilled in promoting our products/services and resolving customer inquiries. The role offers both an in-person and remote work environment.

This position is considered hybrid and will report to a designated Lovesac store. It will require a schedule with flexibility to work one day a week onsite at your designated Retail store and four days of remote customer service shifts.

Remote Responsibilities

• Actively engage with potential and existing customers through various channels (phone, email, messaging, in-person) to promote and sell our products/service
• Consistently demonstrate Lovesac's Designed for Life selling process.
• Meet or exceed sales targets and KPIs by understanding customer needs and recommending appropriate solutions.
• Demonstrates competencies in customer focus, problem solving, relationship building influencing and results focus.
• Maintain up-to-date product knowledge to effectively communicate features and benefits to customers.
• Build and nurture long-term relationships with clients, identifying opportunities for upselling and cross-selling.
• Provide excellent customer service by promptly responding to inquiries and resolving issues with empathy and professionalism.
• Assist customers with product information, order processing, returns, and technical support as needed.
• Handle escalated customer concerns, ensuring timely resolution and customer satisfaction.
• Collaborate with internal teams, including operations and logistics, to ensure seamless order fulfillment and service delivery.
• Maintain accurate records of customer interactions and transactions using CRM software.
• Handles all customer service issues professionally to achieve a collaborative resolution.
• Able to identify issues and determine when to appropriately escalate.
• Assists the team and management with projects and tasks as needed.
• Maintains inventory integrity through accurate processing of all POS transactions (i.e., sales, returns and exchanges) providing accurate information to clients.
• Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on Lovesac values and organizational requirements.
• Perform any other duties as requested by management.

In-Store Responsibilities

• Actively engage with customers using our Lovesac selling techniques and product demonstrations.
• Guide the customer from first interest to purchase focusing on managing quotes, closing the sale, and maintaining relationships through post purchase.
• Conduct customer outreach by using company provided tools and communication methods.
• Provide attentive service to ensure customer needs are met and build customer loyalty.
• Learn and explain product and service features and benefits to effectively demo, assist, and educate customers.
• Learn and promote services including customization options, delivery, and post-sales support when engaging with customers.
• Quickly identify and resolve customer issues, ensuring a positive shopping experience and maintaining customer satisfaction.
• Keep the store environment welcoming and visually appealing by following visual merchandising standards.
• Stay up to date on industry trends and customer preferences and use this knowledge to improve customer interactions.
• Oversee select store operations including but not limited to; implementing new marketing promotions, store standards and ensure they are followed to company standards.
• Follow company policies and procedures, ensuring standards, minimizing risks, and maintaining safety in the store.
• Utilize all company tools to support daily operations.
• Use sales data and reports to prioritize daily tasks and actions.
• Maintain a basic understanding of business metrics and how these drive individual, store and company goals.
• Meet or exceed personal sales goals and KPIs.

Requirements & Qualifications

• 18 years of age or older.
• High-School Diploma or equivalent required.
• Minimum of 2 years of related customer service experience in a call center environment required.
• Retail experience preferred.
• Previous hybrid work experience environment preferred.
• Must be able to work flexible hours including evenings, weekends and holidays.
• Must be able to work the required in-store shift on a peak business day which includes holidays and weekends.
• Must reside within 30 miles of your designated Lovesac Retail store location. (Location listed in job title)
• Must reside in State of the Touchpoint in current job posting.
• Bilingual/multilingual skills preferred.
• Successfully pass all necessary aspects of Lovesac's background check, per policy required, including but not limited to criminal history and driving record (if vehicle required) to the extent permitted by applicable state law.
• Proficiency required in Microsoft Office: Word, Excel & PowerPoint.
• Proficiency in CRM and order management platforms required.
• Proficiency in NetSuite preferred.
• Proficiency in Gladly preferred.
• Must be able to travel, as required by the Company in its sole discretion, for occasional meetings and conferences and local stores using various forms of transportation.
• Consistent ability to work both remotely and report into your designated retail store, as required and in accordance with Lovesac policies and State Guidelines.
• Must be results driven and utilize knowledge to meet or exceed KPIs and goals.
• Must comply with the standards, policies and procedures outlined in the Lovesac Employee Handbook.
• Must be able to move objects (including medium to large furniture items up to 75 pounds) from a lower to a higher position or horizontally from position-to-position or be able to assemble furniture while working on the selling floor. This position requires the following actions on more than an occasional basis; bending, twisting, kneeling, reaching, standing, sitting, stooping, walking, crawling, climbing.

We Offer Our Full Time Associates

• Paid Time Off & Holiday Pay
• Sales Incentive Program
• 401K Matching Contribution
• Paid Parental Leave
• Medical, Dental, Vision Benefit Plans
• Health Savings and Flexible Spending Accounts
• Life/AD&D, Short Term and Long-Term Disability
• Critical Illness and Accident Insurance
• Employee Assistance Program
• Financial Wellness Tools
• Associate Discounts
• Pet Insurance

Associates will be eligible to receive up to 125 hours of paid time off within our fiscal calendar year. They will be paid 1 1/2 times their regular rate for any hours worked over 40 hours in a work week. In addition, they will be eligible to receive 8 paid company recognized holidays and will be paid 1 1/2 times their regular rate for any hours worked on these holidays. Eligibility and terms for all benefits listed are as outlined in Lovesac's policy and plan documents.

Lovesac is an Equal Opportunity employer and considers all applicants for employment without regard
Lovesac's is an Equal Opportunity Employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, national origin, ethnicity, religion, sex, sexual orientation, gender (including gender-related identity, gender nonconformity, or status as a transgender or transsexual individual),, pregnancy, age, national origin, marital status, physical or mental disability, military status, genetic information or any other characteristic protected by applicable law.

Disclaimer: The above statements describe the general nature and level of work being performed by individuals employed in this position. This job description is not intended to be an exhaustive list of all duties and responsibilities required in this position. The job may change as the business changes or customer need changes or may vary somewhat from location to location. Management retains the right, authority and discretion to add or change the duties of the position at any time. Associates must learn and observe applicable company policies and safe practices, as well as perform all duties assigned by supervisors. This job description does not constitute an employment contract.