Associate, Customer Experience

About the role

Lovesac is a young-at-heart, fast-growing furniture company dedicated to providing Total Comfort™ through adaptable, washable, expandable, and deliver-right-to-your-door furniture solutions. We strive to be an employer of choice by embodying a culture that encourages team members to think and dream big, aiming to excel within our industry and make a meaningful impact on the world.

Responsibilities

• Actively engage with potential and existing customers through various channels (phone, email, messaging, in-person) to promote and sell our 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.
• Aid 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.
• Absorb all customer service issues professionally to achieve a collaborative resolution.
• Able to identify issues and determine when to appropriately escalate.
• Assist the team and management with projects and tasks as needed.
• Complete training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on Lovesac values and organizational requirements.
• Perform any other duties as requested by management.

In-Store Responsibilities

• Actively 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.
• Conduct customer outreach by 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.
• Learn and promote services including customization options, delivery, and post-sales support when engaging with customers.
• Quickly 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, store standards, 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.
• Meet or exceed personal sales goals and KPIs.

Qualifications

• At least 18 years of age.
• 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.
• Must be able to work flexible hours including evenings, weekends, and holidays.
• Must be able to work the required in-store shift on a peak business day which includes holidays and weekends.
• Must reside within 30 miles of your designated Lovesac Retail store location.
• (Location listed in job title)
• Must reside in State of the Touchpoint in 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) to the extent permitted by applicable state law.
• Proficiency required in Microsoft Office: Word, Excel & PowerPoint.
• Proficiency in CRM and order management platforms required.
• Proficiency in NetSuite preferred.
• Proficiency in Gladly preferred.
• Must be 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.
• This position requires the following actions on more than an occasional basis; bending, twisting, kneeling, reaching, standing, sitting, stooping, walking, crawling, climbing.