Customer Experience Specialist- Full-Time
About the role
Perigold’s Physical Retail team is reinventing the shopping experience for luxury home by curating our portfolio of furniture, décor, housewares, and home improvement categories into one store. We are seeking a Customer Experience Associate to help launch all customer experience components and functions in the very first physical retail store.
The Customer Experience Associate delivers outstanding customer service through various communication channels, including in-person, phone, and email. Associates will address customer inquiries and concerns promptly and professionally, assist with navigating the Perigold website, placing orders, and understanding product details, and collaborate with internal teams to resolve order-related issues, track shipments, and ensure timely deliveries.
Responsibilities
- Provide excellent customer service through phone, email, and in-person interactions.
- Address customer inquiries, concerns, and issues promptly and professionally.
- Assist customers with order tracking, product information, and general inquiries.
- Help customers with carry-outs, in-store pickup processes, and cart retrieval from the parking lot.
- Develop a deep understanding of Perigold’s product catalog to effectively assist customers in product selection.
- Stay updated on new product releases, features, and specifications.
- Resolve customer complaints and issues by collaborating with logistics, product teams, and other departments.
- Assist customers with order processing, cancellations, returns, fulfillment processes, and exchanges.
- Collaborate with the logistics team to track shipments and ensure on-time delivery.
- Communicate effectively with customers, providing clear and concise information about order status and potential delays.
- Collect and share customer feedback to identify areas for improvement in products, services, or processes.
- Ensure adherence to Perigold’s policies and procedures while assisting customers.
- Utilize customer service tools, software, and systems to efficiently manage customer interactions.
- Maintain store appearance, including keeping areas clean and organized.
- Collaborate with marketing, sales, logistics, visual merchandising, and product teams to ensure a seamless customer experience.
Qualifications
- Less than 1 year of experience in a customer service setting, preferably retail (preferred).
- Less than 1 year of experience interacting directly with customers, resolving issues while ensuring a positive experience (preferred).
- Less than 1 year of experience identifying and solving customer issues, collaborating with teams to address challenges (preferred).
- Less than 1 year of experience managing time, handling multiple customer inquiries, prioritizing tasks, and ensuring timely responses (preferred).
- Less than 1 year of experience building customer relationships and resolving customer complaints (preferred).
Physical Demands
- Stationary Position: Constantly
- Move/Traverse: Constantly
- Stationary Position/Seated: Rarely
- Transport/Lifting: Occasionally (up to 50 lbs)
- Transport/Carrying: Occasionally (up to 50 lbs)
- Exerting Force/Pushing: Occasionally (up to 50 lbs)
- Exerting Force/Pulling: Occasionally (up to 50 lbs)
- Ascend/Descend: Occasionally (up to 50 lbs)
- Balancing: Occasionally
- Position Self/Stooping: Frequently
- Position Self/Kneeling: Frequently
- Position Self/Crouching: Frequently
- Position Self/Crawling: Occasionally
- Reaching: Occasionally
- Handling: Frequently
- Grasping: Frequently
- Feeling: Frequently
- Communicate/Talking: Constantly
- Communicate/Hearing: Constantly
- Repetitive Motions: Frequently
- Coordination: Frequently
Working Environment
- Extreme cold: Rarely
- Extreme heat: Rarely
- Humidity: Rarely
- Wet: Rarely
- Noise: Frequently
- Hazards: Rarely
- Temperature Change: Occasionally
- Atmospheric Conditions: Occasionally
- Vibration: Rarely
Pay
The base pay for this position is $20.00 per hour.
Benefits
- Medical benefits
- Financial benefits
- Generous employee discount