Customer Experience Associate

4 weeks ago

Charlotte, North Carolina, United States The Lovesac Company Full time
Job Details

Job Title: Customer Experience Associate

Job Type: Full-time

Location: Remote

Job Category: Customer Service

About The Lovesac Company:

We are a dynamic and fast-growing furniture company dedicated to helping people fill their homes with Total Comfort. We strive to be an employer of choice by embodying a culture that encourages team members to think and dream big.

Job Summary:

We are seeking a highly skilled Customer Experience Associate to join our team. 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.

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.
  • 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.

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.

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.

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.

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