Customer Experience Associate (Hybrid in Charlotte, NC)

About the position

The Customer Experience Associate at Lovesac plays a crucial role in enhancing customer relationships and driving sales through both in-store and remote customer service. This hybrid position requires a blend of in-person engagement and remote support, focusing on promoting products, resolving inquiries, and ensuring customer satisfaction. The role emphasizes flexibility, requiring one day a week onsite at the retail store and four days of remote work, while maintaining a commitment to the company's values of love and customer-centric service.

Responsibilities

• Actively engage with potential and existing customers through various channels to promote and sell products/services.
• Demonstrate Lovesac's Designed for Life selling process consistently.
• Meet or exceed sales targets and KPIs by understanding customer needs and recommending appropriate solutions.
• 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 to ensure seamless order fulfillment and service delivery.
• Maintain accurate records of customer interactions and transactions using CRM software.
• Assist the team and management with projects and tasks as needed.

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 reside within 30 miles of your designated Lovesac Retail store location.
• Proficiency required in Microsoft Office: Word, Excel & PowerPoint.
• Proficiency in CRM and order management platforms required.

Nice-to-haves

• Bilingual/multilingual skills preferred.
• Proficiency in NetSuite preferred.
• Proficiency in Gladly preferred.

Benefits

• 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