Customer Experience Associate
3 weeks ago
We are a dynamic and fast-growing furniture company dedicated to helping people fill their homes with Total ComfortTM. Our mission is to design and innovate 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.
The RoleAs 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
- 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
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