Customer Service Agent

Posted May 1

Description

We LOVE that you are interested in learning more about this role and what makes Lovesac unique!

WHO we are? Here at Lovesac, our Lovesac Family is comprised of a diverse team who exemplify the following values:

  • Core Values: Top Ambition, Willing to sweep floors, Grit
  • Aspirational Values: Customer Centricity, Only A Players, Executional Excellence, Consciousness
  • Table-Stakes Values: Positive, Passionate, Collaborative, Flexible, Self-starting, Self-aware, Candid, Empathetic, Inclusive, Insatiable Learners

We are committed to working and succeeding by incorporating our Guiding Principles into every aspect of our business:

We can all win together

We do as we say

Do less and do best

We’re borrowing this earth from our children

Love matters

We Offer Our Full Time Associates:

  • Paid Time Off & Holiday Pay
  • Sales Incentive Program
  • Inaugural Grant Equity Award
  • 401K Matching Contribution
  • Paid Parental Leave
  • Medical, Dental, Vision Benefit Plans
  • Health Savings and Flexible Spending Accounts
  • Life/AD&D, Short Term and Long-Term Disability
  • Critical Illness and Accident Insurance
  • Employee Assistance Program
  • Financial Wellness Tools
  • Associate Discounts
  • Pet Insurance

Associates will be eligible to receive up to 125 hours of paid time off within our fiscal calendar year. They will be paid 1 1/2 times their regular rate for any hours worked over 40 hours in a work week. In addition, they will be eligible to receive 8 paid company recognized holidays and will be paid 1 1/2 times their regular rate for any hours worked on these holidays. Eligibility and terms for all benefits listed are as outlined in Lovesac’s policy and plan documents.

Our Purpose:

At Lovesac, we are committed to bringing Total Comfort to millions of homes. That means having furniture that can evolve along with them as life unfolds.

From Sactionals, The Worlds Most Adaptable Couch, to Sacs, The Worlds Most Comfortable Seat, Lovesac products provide peace of mind where others cannot. Our products can adapt to fit almost any space and style and look like new forever. This enables a new way of living, where people can continue to invest in, add to, and evolve their furniture instead of adding it to the landfill, which is good for families and our environment.

What We Believe:

Love. It is the name we live up to. It is purposefully and meaningfully woven into every aspect of our business. We champion building meaningful relationships as we foster a culture that embraces and celebrates the experiences, beliefs, backgrounds, expertise, talent, and individuality of everyone. We seek to promote love and happiness with all that we do. #LoveMatters

The Role:

As our Customer Service Agent, you are responsible for supporting our retail, web and customer services by providing customer support to our online visitors via chat, phone and email. As a Customer Service Agent, you have a passion for the product and use your knowledge to sell, help and educate our customers. You are a proven sales driver and strive to exceed goals.

Summary of Key Job Responsibilities:

  • Responsible to meet or exceed all goals and key performance indicators (KPIs).
  • Demonstrates competencies in customer focus, problem solving, relationship building influencing and results focus.
  • Provides customer satisfaction within 24 hours through effectively and timely resolution of a variety of customer inquiries.
  • Increases revenue through the execution of various sales initiatives.
  • Uses resource documentation for reference and training tools provided to deliver exceptional customer service.
  • Meets productivity and quality standards as outlined in your key performance indicators (KPIs).
  • Completes 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.
  • Handles all customer service issues professionally capable of achieving a collaborative resolution.
  • Able to identify issues and determine when to appropriately escalate.
  • Assists the team and management with projects and tasks as needed.
  • Maintains a calm demeanor and manages issues professionally and respectfully in accordance with our company standards.
  • Acts with integrity and trust at all times, modeling behavior that respects our employees, peers and customers in accordance with the core values of our company.
  • Perform any other duties as requested by management

Requirements & Qualifications

  • High School diploma required.
  • Minimum of 1-year experience in a Call Center environment or comparable Customer Service experience.
  • Must be flexible to work various shifts as needed, including evening, holidays and weekends.
  • Proficiency utilizing MSOffice utilizing Word, Excel; PowerPoint a plus, POS systems and experience w/NetSuite a plus.
  • Capable and willing to learn new systems and processes.
  • Able to prioritize with proven time management skills and adaptable to a changing business environment.
  • Must have superior communication skills; verbal, written and interpersonal skills; able to listen effectively to solve problems, anticipate issues and make effective decisions.
  • Able to multitask and manage multiple projects simultaneously while meeting deadlines consistently.
  • Ensure accuracy and provide correct information to customers to resolve issues and meet client expectations.
  • Must have solid analytical and problem-solving skills.
  • Able to thrive in a collaborative environment and work cross functionally throughout the organization and with external customers.
  • Must be able to collaborate cross functionally with internal and external customers.
  • Comply at all times with the standards, procedures and policies in the Lovesac Employee Handbook.
  • Able to embrace change, manage responsibilities and create efficiencies.
  • Continuous mindset of customer centricity to drive business results and engagement with the brand.
  • Must be capable of using and operating all equipment as required, including but not limited to: iPad, laptop, etc. Able to move objects (including medium to large furniture items up to 25 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 or in our warehouse.
  • Consistent ability to work both remotely and report into Corporate Headquarters or designated showroom, as required and in accordance with Lovesac policies, CDC and State Guidelines.
  • Must reside within 50 miles of a Lovesac Showroom location.
  • Able to travel as required by the manager to out of town meetings and conferences using various forms of transportation.
  • Must possess a strong work ethic and exemplify The Lovesac Values:

Lovesac Core Values

Audacious Dreamers

Willing to sweep the floors

Grit

Aspirational Values

Customer Centricity

Only A Players

Executional Excellence

Consciousness

Table-Stakes Values

Positivity

Flexibility

Inclusivity

Insatiable Learning

Passion

Collaboration

Empathy

Transparency

Our retail touchpoints, including our website, are open seven days a week and require morning, evening, weekend and holiday availability.

Associate pay will vary based on factors such as qualifications, experience, skill level and competencies.

Lovesac is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information or any other characteristic protected by applicable law.