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.
Responsibilities
- Engage 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 questions
- Foster exceptional customer relationships through unreasonable hospitality, anticipating individual needs and delivering personalized, engaging experiences that make every interaction feel thoughtful, warm, and memorable
- Manage post-order resolution by investigating lost or delayed shipments through USPS and UPS, processing returns to HQ, and delivering accurate reporting and visibility
- Gather 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 experience
- Monitor your own inbox, ensuring customer inquiries are handled and responded to promptly and professionally
- Create memorable moments in Customer interactions that can’t help but be shared
- Manage personal customer satisfaction score through continuous relationship building
- Inspire Trust and Loyalty - Build lasting relationships by being reliable, empathetic, and genuinely invested in the customer’s happiness
- Collaborate with your team to continually improve processes, and customer journeys
- Demonstrate ownership by taking initiative autonomously to resolve issues and improve the customer experience
- Stay current on product knowledge to drive sales, identify upsell opportunities, and advise customers based on their needs and our product offerings
Skills
- Associates Degree preferred or equivalent experience
- Ability to work on-site in Summit, NJ two days per week
- Operate with a high processing speed and sense of urgency to meet KPIs, maintaining 12 tickets per hour and 84 tickets per day
- Experience with Zendesk & Shopify or similar software
- Customer Experience, retail, or hospitality background preferred
- Be flexible and resilient to adapt to changing situations and priorities while maintaining a positive, customer-first mindset in a fast-paced environment
- Must thrive in a high-energy environment and contribute positively to the team culture; a friendly and approachable demeanor is highly valued
- Truly love being with and around people -- and others should feel the same way about you
- Learn Boll & Branch's social mission and be inspired to be a part of what we're doing, embodying an entrepreneurial spirit
- Stay highly organized and efficiently handle multiple projects at once
- Love a great challenge, be ready to learn and have a `no task is too small' attitude
- Customer Experience, retail, or hospitality background preferred
Benefits
- Medical, Dental, Vision, and Life/AD&D insurance
- Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
- Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
- Fitness Reimbursement Program
- 401(k)
- Paid Time Off
- Employee Discount
Company Overview
Boll & 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.