Customer Experience Associate

Boll & Branch is a company that prioritizes quality in the textile industry, and they are seeking a Customer Experience Associate who is passionate about helping customers. This role involves engaging with customers to resolve inquiries, managing post-order resolutions, and fostering exceptional customer relationships to enhance overall satisfaction.ResponsibilitiesEngage with customers via email, phone, and chat to resolve a range of inquiries, from routine to complex, including order placement, inventory checks, order and delivery updates, and general questionsFoster exceptional customer relationships through unreasonable hospitality, anticipating individual needs and delivering personalized, engaging experiences that make every interaction feel thoughtful, warm, and memorableManage post-order resolution by investigating lost or delayed shipments through USPS and UPS, processing returns to HQ, and delivering accurate reporting and visibilityGather and provide customer feedback to leadership, ensuring insights are shared with relevant teams, including Customer Insights and Marketing to drive meaningful improvements and enhance the overall customer experienceMonitor your own inbox, ensuring customer inquiries are handled and responded to promptly and professionallyCreate memorable moments in Customer interactions that can’t help but be sharedManage personal customer satisfaction score through continuous relationship buildingInspire Trust and Loyalty - Build lasting relationships by being reliable, empathetic, and genuinely invested in the customer’s happinessCollaborate with your team to continually improve processes, and customer journeysDemonstrate ownership by taking initiative autonomously to resolve issues and improve the customer experienceStay current on product knowledge to drive sales, identify upsell opportunities, and advise customers based on their needs and our product offeringsSkillsAssociates Degree preferred or equivalent experienceAbility to work on-site in Summit, NJ two days per weekOperate with a high processing speed and sense of urgency to meet KPIs, maintaining 12 tickets per hour and 84 tickets per dayExperience with Zendesk & Shopify or similar softwareCustomer Experience, retail, or hospitality background preferredBe flexible and resilient to adapt to changing situations and priorities while maintaining a positive, customer-first mindset in a fast-paced environmentMust thrive in a high-energy environment and contribute positively to the team culture; a friendly and approachable demeanor is highly valuedTruly love being with and around people -- and others should feel the same way about youLearn Boll & Branch's social mission and be inspired to be a part of what we're doing, embodying an entrepreneurial spiritStay highly organized and efficiently handle multiple projects at onceLove a great challenge, be ready to learn and have a `no task is too small' attitudeCustomer Experience, retail, or hospitality background preferredBenefitsMedical, Dental, Vision, and Life/AD&D insuranceCommuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance ProgramFamily-Planning Services, Gender-affirming healthcare, and Health Advocacy ProgramFitness Reimbursement Program401(k)Paid Time OffEmployee DiscountCompany OverviewBoll & Branch is an e-commerce company that sells luxury bedding products online. It is a sub-organization of Boll & Branch. It was founded in 2014, and is headquartered in Summit, New Jersey, USA, with a workforce of 51-200 employees. Its website is https://www.bollandbranch.com.



Apply To This Job