Customer Experience Associate

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Full Time
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Archive Job Description

This role will directly support the day to day operations of the CX team, via scheduling, executing staffing strategy, and ongoing team communication. They’ll be a key thought partner with the CX Ops Manager on process improvement projects, and support the broader CX team through providing timely performance metrics reporting and analysis.

The ideal candidate is eager to help us expand our brand, and to create a unique customer experience that far exceeds the uninspired, traditional furniture buying process. We are a fast-growing start-up reinventing the way people shop for custom furniture (beginning with sofas).

RESPONSIBLITIES

  • Serves as a customer facing member of the team during periods of high-volume and applicable escalations.
  • Creates and manages weekly CX team schedule
  • Partners with CX Mgr on PTO requests, identifying blackout dates and coordinating holiday flex days
  • Oversees daily schedule and adjusts coverage by channel to accommodate for last minute scheduling changes and staffing needs.
  • Secondary stakeholder for updating phone routing business rules and adjustments
  • Secondary stakeholders for updating copy and functionality of service bounce back emails as needed by changes in SLA.
  • Recommends and supports changes in Salesforce Service Cloud
  • Daily- Monitors performance of the team daily and reports out notable trends.
  • Weekly- Creates weekly flash for CX Management team, providing notable analysis and summary on key KPIs. Updates CX Metrics Master Workbook with all applicable KPIs and data dumps. Investigates trends that require further analysis – offers explanations for performance trends, and offers and applies solutions with the team or with software for anything uncovered.
  • Biweekly pulls and reports out on Agent Productivity
  • Primary partner between Team Leads on Agent Performance, making recommendations or requests for further investigation on below expectations performance, and highlighting high performance.
  • Participates in weekly lead meeting to discuss CX leadership strategy
  • Meets with CX Mgr bi-weekly to review team progress, project updates, and needsInterviews new applicants
  • Ad hoc projects as directed by the needs of the business

GENERAL QUALIFICATIONS

  • You are excited about building an innovative brand that prioritizes an elevated customer experience.
  • You are detail oriented and are capable of managing the nuance of individual customer’s needs through close coordination with our sales, operations, and marketing teams.
  • You adapt to each situation quickly and are able to drive full ownership of your work.
  • You jump in and you solve problems. You are able to troubleshoot quickly, but also know the right times to ask for help.
  • You look for opportunities to make things better and faster (without compromising quality).
  • You are customer focused. Our brand revolves around delivering an exceptional and differentiated customer experience.
  • You are a team player and are capable of empathizing with others.
  • You consider yourself to have an above average “E.Q.”
  • Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. Vaccine verification will be required on or before the start date.

We encourage you to apply even if you don’t meet all the outlined requirements. We love meeting talented individuals who are excited about our brand and eager to grow in a startup environment.

PERKS
  • Health benefits
  • 40% employee discount
  • $1000 Sofa Credit at 6 months (can be combined with employee discount)
  • Unlimited vacation policy
  • Sabbatical program after 5 years of service
  • Training & Development budget
  • Monthly Mental Health Days
  • Company sponsored Headspace account
  • 14 week paid Parental Leave
  • Stock options
  • Fun work environment and team culture

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