Associate, Customer Experience

**About Lovesac** We are a young-at-heart, fast-growing furniture company, dedicated to helping people fill their homes with Total Comfort™. We do this by designing and innovating around furniture solutions that are adaptable, washable, expandable, and delivered-right-to-your-door-able, allowing our customers to live the life they want to live. At Lovesac, we strive to be an employer of choice by embodying a culture that encourages team members to think and dream big. We call this Top Ambition. We aim to not only excel within our industry, but also make a meaningful impact on the world. Above all else, we’re driven by love (because it matters) and are dedicated to promoting love and happiness in all aspects of our work. It’s about success, of course, but it’s also about making a positive impact on everyone our business touches. By prioritizing work-life balance and flexible schedules, we help people find great fulfillment in their careers and their lives. **The Role** As a Customer Experience Associate, you will play a pivotal role in fostering relationships with our customers, driving sales and customer satisfaction. This position combines in-store customer experience responsibilities with remote customer service support, requiring an individual who is equally skilled in promoting our products/services and resolving customer inquiries. The role offers both an in-person and remote work environment. This position is considered hybrid and will report to a designated Lovesac store. It will require a schedule with flexibility to work one day a week onsite at your designated Retail store and four days of remote customer service shifts. **Remote Responsibilities** - Actively engage with potential and existing customers through various channels (phone, email, messaging, in-person) to promote and sell our products/service - Consistently demonstrate Lovesac's Designed for Life selling process. - Meet or exceed sales targets and KPIs by understanding customer needs and recommending appropriate solutions. - Demonstrates 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. - Assist 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. - Handles all customer service issues professionally to achieve 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 inventory integrity through accurate processing of all POS transactions (i.e., sales, returns and exchanges) providing accurate information to clients. - 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. - 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…