Customer Experience Specialist (Home Furnishings)

Job ID: 2021-3256
Location: US-WA-Seattle | US-WA-Seattle
Category: Central Office - Customer Care
Type: Full Time
Min Salary: USD $47,000.00/Yr.
Max Salary: USD $52,000.00/Yr.

Overview

You're a seasoned customer service professional with a love for home and design. Come, love what you do.

At Room & Board, we provide our customers with a seamless multi-channel experience with our stores (20 throughout the U.S.), our website (www.RoomandBoard) and Customer Care which is our 1-800 phone channel (1.800.301.9720), chat and email.

As a Customer Experience Specialist based in Seattle, Washington, you are in a unique role which serves as both a design professional and a problem solver. Whether a customer is looking to make a purchase or has an issue that needs to be resolved, you're dedicated to finding the best personalized solution.

Customer Experience calls/chats/emails are inbound with most calls coming from potential or existing customers engaged in the purchasing process. Typically they are seeking design advice and ideas, clarification about products, or delivery information as they look to make or follow up on a recent purchase. Other Customer Service calls/chats/emails are from customers post-purchase who have questions or need support. As a Customer Experience Specialist, you will ensure a positive experience as you ask thoughtful questions, listen empathetically and anticipate needs and present a total personalized solution for the customer. In working with customers, you'll heavily leverage our website and business partners across the retail, delivery, and central organization.

Location:

2675 NE University Village
Seattle, Washington 98105

Schedule:

This full-time role reports to the Customer Care Manager and joins a team of 30+ associates and leaders. Candidates may work remotely if they live a reasonable distance (within 100 miles) from our Seattle showroom. Our expectation is that this individual would build a deep understanding of our business by spending time in our showroom and delivery center. You will work a combination of weekdays and weekends. The primary schedule is a rotation between 8:30am-5pm and 10:30am-7pm, Monday through Friday. Additionally, you will be scheduled to work 2-3 weekend days per month, from 8am-3pm.

This is fully remote, work from home position, where we encourage visits to our Seattle showroom and/or Central Offices in Minneapolis as needed. Room & Board provides all required equipment and set up to allow you to work from home seamlessly.

The talents you bring to be successful as a Customer Experience Specialist:
  • Customers love you. You are a brand ambassador, building meaningful connections with customers while providing a genuine, transparent and seamless customer experience. You're empowered to handle escalated situations in the moment and work confidently to you build brand loyalty by bringing calm to the situation and driving home the right solution.
  • You are a problem solver by nature. When it comes to the type of problems you prefer to handle, complex and sophisticated trumps routine and predictable. You lead with thoughtful questions and consider the customer's personal style and functional requirements as you offer solutions that create spaces they love. You're solid on your feet and love a challenge.
  • You focus on providing the right solution. You thrive in a solution-based, non-commissioned selling environment that is collaborative and customer focused. When needed, you collaborate with peers as well as staff members outside your immediate team to create with the right solution. You also act as the voice of the customer, providing critical feedback and insights to help influence our business and products.
  • You bring a passion for home and modern design. You naturally drive sales by proactively engaging with customers to gain an understanding of their personal style and functional requirements. You creatively leverage design expertise and knowledge of our assortment, offering solutions that build customer confidence to make decisions.
  • You embrace technology. You're comfortable learning custom programs to support your work, navigating tools to drive productivity and using technology to enhance your responsiveness to the customer.

The experience and qualificaitons you bring to be qualified for a Customer Experience Specialist:
  • 5 or more years of professional customer service experience or retail sales/design experience.
  • Demonstrated ability to build relationships in a virtual world, among customers and colleagues alike
  • A passion for customer service and true appreciation for the impact our exceptional customer service has on our brand and greater industry.
  • Confidence in navigating solutions without a process document or the need to "check with your manager".
  • Influential decision-maker
  • Demonstrated critical thinking and the ability to make appropriate judgment calls.
  • Strong learning agility with the ability and willingness to learn new things.
  • Laser-like focus when it comes to details.
  • Intuitive with an innate ability to anticipate needs.

What you can expect as a Customer Experience Specialist:
  • You'll enjoy a competitive salary ($47,000 and higher - commensurate with experience, qualifications, etc.) and our unique, progressive benefits that go beyond the basics of health insurance and vacation to support you physically, emotionally and financially including by offering 401(k), profit sharing, three weeks of paid vacation, free financial adviser and more. Visit our career site to learn more.
  • You'll find a culture where our collaborative spirit leaves little room for bureaucracy and cumbersome rules. Instead we keep it simple, take accountability, solve problems and ultimately do the right thing. We are a people-first company. One of our deepest beliefs is in everyone's right to be treated equally and respectfully. We let this guide our actions every day. We believe in each other. View our Guiding Principles to learn more.
  • You'll join a company of talented and diverse professionals who are passionate about working together to help customers create homes they love. #weareroomandboard

Room & Board is a place where people can flourish because they can be themselves. We celebrate our differences, including our beliefs and cultural traditions as well as all of the life experiences that define us. We build common ground through understanding and shared experiences. We're better together!

Join us and love what you do. It makes for a great day at work.

PM20

Salary

USD $47,000.00





PI138141779

Posted
06/02/2021
Type
Full time
Salary Range
$31,000.00 - 46,000.00
per Year
Salary range estimated by
Location
Seattle, WA 98101, US