Associate, Customer Experience

About the role

Lovesac is a young-at-heart, fast-growing furniture company dedicated to Total Comfort™. We design and innovate adaptable, washable, expandable furniture solutions delivered right to your door. Our mission is to help people live the life they want to live by promoting love and happiness.

Responsibilities

• Engage with potential and existing customers through phone, email, messaging, and in-person to promote and sell our products/services.
• Demonstrate Lovesac's Designed for Life selling process and meet or exceed sales targets and KPIs by understanding customer needs and recommending appropriate solutions.
• Maintain up-to-date product knowledge to effectively communicate features and benefits to customers and build long-term relationships.
• Handle escalated customer concerns, ensuring timely resolution and customer satisfaction.
• Collaborate with internal teams to ensure seamless order fulfillment and service delivery.
• Complete training requirements to stay current on systems and products, grow skills, and maintain proficiency on Lovesac values and organizational requirements.
• Perform any other duties as requested by management.

In-Store Responsibilities

• Engage with customers using our Lovesac selling techniques and product demonstrations.
• Guide the customer from first interest to purchase, focusing on managing quotes, closing the sale, and maintaining relationships through post-purchase interactions.
• 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.
• Identify and resolve customer issues, ensuring a positive shopping experience and maintaining customer satisfaction.
• Keep the store environment welcoming and visually appealing by following visual merchandising standards.
• Stay up to date on industry trends and customer preferences and use this knowledge to improve customer interactions.
• Oversee select store operations, including implementing new marketing promotions and ensuring they are followed to company standards.
• Follow company policies and procedures, ensuring standards, minimizing risks, and maintaining safety in the store.
• Utilize all 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 these drive individual, store, and company goals.

Qualifications

• At least 18 years old.
• A 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.
• Flexible to work flexible hours including evenings, weekends, and holidays.
• Reside within 30 miles of your designated Lovesac Retail store location.
• 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, per policy required, including but not limited to criminal history and driving record (if vehicle required).
• Proficient in Microsoft Office: Word, Excel & PowerPoint.
• Proficient in CRM and order management platforms.
• Proficient in NetSuite preferred.
• Proficient in Gladly preferred.
• 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.
• Results-driven and able to meet or exceed KPIs and goals.
• Comply with the standards, policies, and procedures outlined in the Lovesac Employee Handbook.