Associate, Customer Experience

We are a young-at-heart, fast-growing furniture company dedicated to helping people fill their homes with Total Comfort™. We design and innovate adaptable, washable, expandable furniture solutions delivered right to your door, allowing our customers to live the life they want. At Lovesac, we embody a culture that encourages team members to think and dream big—what we call Top Ambition. We aim to excel within our industry while making a meaningful impact on the world, driven by love and dedicated to promoting happiness in all aspects of our work.

About the role

As a Customer Experience Associate, you will play a pivotal role in fostering relationships with our customers, driving sales, and ensuring customer satisfaction. This hybrid position combines in-store customer experience responsibilities with remote customer service support, requiring skills in both product promotion and issue resolution. The role reports to a designated Lovesac store and requires one day per week onsite at the store, with the remaining four days spent on remote customer service shifts.

Responsibilities

Remote Responsibilities

• Actively engage with potential and existing customers through phone, email, messaging, and in-person interactions to promote and sell products/services.
• 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.
• Handle all customer service issues professionally to achieve collaborative resolutions.
• Identify issues and determine when to appropriately escalate.
• Assist the team and management with projects and tasks as needed.
• Maintain inventory integrity through accurate processing of all POS transactions (e.g., sales, returns, exchanges) and provide accurate information to clients.
• Complete training requirements to stay current on existing and new systems and products, grow skills, and maintain proficiency in Lovesac values and organizational requirements.
• Perform any other duties as requested by management.

In-Store Responsibilities

• Actively engage with customers using Lovesac selling techniques and product demonstrations.
• Guide customers from initial interest to purchase, focusing on managing quotes, closing sales, and maintaining post-purchase relationships.
• Conduct customer outreach using company-provided tools and communication methods.
• Provide attentive service to ensure customer needs are met and build customer loyalty.
• Learn and explain product and service features and benefits to effectively demo, assist, and educate customers.
• Promote services including customization options, delivery, and post-sales support.
• Quickly identify and resolve customer issues to ensure a positive shopping experience.
• Maintain a welcoming and visually appealing store environment by following visual merchandising standards.
• Stay up to date on industry trends and customer preferences to improve customer interactions.
• Oversee select store operations, including implementing new marketing promotions and ensuring store standards are followed.
• Follow company policies and procedures to maintain standards, minimize risks, and ensure safety in the store.
• Utilize company tools to support daily operations.
• Use sales data and reports to prioritize daily tasks and actions.
• Maintain a basic understanding of business metrics and how they drive individual, store, and company goals.
• Meet or exceed personal sales goals and KPIs.

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.
• Retail experience preferred.
• Previous hybrid work experience preferred.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Must be able to work the required in-store shift on peak business days, including holidays and weekends.
• Must reside within 30 miles of your designated Lovesac Retail store location (location listed in job title).
• Must reside in the state of the touchpoint in the current job posting.
• Bilingual/multilingual skills preferred.
• Successfully pass all necessary aspects of Lovesac's background check, including criminal history and driving record (if applicable), as permitted by state law.
• Proficiency in Microsoft Office: Word, Excel, and PowerPoint.
• Proficiency in CRM and order management platforms.
• Proficiency in NetSuite preferred.
• Proficiency in Gladly preferred.
• Ability to travel occasionally for meetings, conferences, and local store visits using various forms of transportation.
• Consistent ability to work both remotely and report to your designated retail store as required by Lovesac policies and state guidelines.
• Results-driven with the ability to meet or exceed KPIs and goals.
• Compliance with standards, policies, and procedures outlined in the Lovesac Employee Handbook.
• Ability to move objects (including medium to large furniture items up to 75 pounds) from a lower to a higher position or horizontally, or assemble furniture on the selling floor.
• Physical requirements include frequent bending, twisting, kneeling, reaching, standing, sitting, stooping, walking, crawling, and climbing.

Benefits

• Paid Time Off & Holiday Pay
• Sales Incentive Program
• 401K Matching Contribution
• Paid Parental Leave
• Medical, Dental, and Vision Benefit Plans
• Health Savings and Flexible Spending Accounts
• Life/AD&D, Short-Term and Long-Term Disability Insurance
• Critical Illness and Accident Insurance
• Employee Assistance Program
• Financial Wellness Tools
• Associate Discounts
• Pet Insurance

Full-time associates are eligible to receive up to 125 hours of paid time off within our fiscal calendar year. They will be paid 1.5 times their regular rate for any hours worked over 40 in a workweek. Additionally, associates receive 8 paid company-recognized holidays and are paid 1.5 times their regular rate for any hours worked on these holidays. Eligibility and terms for all benefits are outlined in Lovesac’s policy and plan documents.

Schedule

This hybrid position requires one day per week onsite at your designated Lovesac Retail store and four days of remote customer service shifts. The role demands flexibility to work evenings, weekends, and holidays, including peak business days.