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Customer Experience Associate

4 weeks ago

Marlton, New Jersey, United States The Lovesac Company Full time
Job Summary

We are seeking a highly skilled Customer Experience Associate to join our team at The Lovesac Company. 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.

Key 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.
  • Demonstrate 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.
Requirements
  • 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.
  • 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.
What We Offer
  • 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.

The Lovesac Company 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.