Customer Experience Associate

Rize Home; Detroit (MI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Paid Time Off

401k With Match

9 Paid Holidays

Dental & Vision Insurance

Flexible Schedule

Employee Discounts

Disability Insurance

Maternity/Paternity Leave

Employee Assistance Program

Recognition Program

Company Celebrations

Calm App Subscription

Professional Development

Job summary

Floyd CX Team is seeking a Customer Experience Associate in Detroit, MI to advocate for customers through email, chat, and scheduled calls. You will work across departments to solve issues and ensure a smooth customer journey from pre-purchase questions to post-purchase support.

You will manage CRM tickets, support trade accounts, process orders, and coordinate with Product and Warehouse teams to uphold service standards.

Qualifications

• Highly organized with a personal system for staying organized.
• Strong attention to detail and follow-through in written and verbal communication.
• Curiosity to improve efficiency and willingness to share new ideas.

Responsibilities

• Work CRM tickets in support of Customer Service team, including difficult issues. Establish supportive, trusting relationships with warehouse, product and customer service teams.
• Manage trade program with Product team including oversight of opening of new trade accounts and re-establishment of inactive accounts.
• Process new retail orders and proactively coordinate with the Product team to correspond with customers to confirm satisfactory order completion.
• Ensure timely and accurate responses to all customers.
• Facilitate customer inquiries or issues with appropriate internal departments.
• Follow-up on customer issues to ensure resolution.
• Boost CRM AI bot interactions to improve responses and resolutions.
• Provide timely feedback to the company regarding service failures and/or customer complaints.
• Stay up to date and knowledgeable with the company product line, promotions and any inventory issues.
• Recommend improvements in products, packaging, shipping, service, or procedures to further enhance customer experience.
• Maintain positive customer and team interactions and relationships.
• Assist with special projects including shed sales or other promotional events, and perform other duties as assigned.

Job description

We're investing in you and your future. Explore benefits tailored to enhance your lifestyle and well-being.

Paid Time Off

We prioritize our employees' well-being by offering a competitive Paid Time Off (PTO) policy, helping them recharge and maintain a healthy work-life balance.

401k With Match

We are committed to our employees' financial futures by offering a 401k plan with a company match, helping them save for retirement and strengthen their financial security.

9 Paid Holidays

Holidays provide a special time to celebrate with loved ones, and we are dedicated to supporting our employees by offering paid time off on select holidays.

We prioritize our employees' health and well-being by offering free dental and vision insurance, ensuring they can maintain their health without financial burden for a happier, healthier workplace.

Flexible Work Schedule

We prioritize work-life balance by offering a flexible work schedule, allowing employees to adjust their hours to better accommodate personal commitments.

Employee Discounts

We want our employees to sleep and save well, which is why we offer exclusive discounts on a wide range of sleep products to help them create a restful, rejuvenating sleep environment without breaking the bank.

Short- & Long-Term Disability

We prioritize our employees' security by offering short-term and long-term disability insurance at no cost, providing peace of mind and protection during unexpected health challenges.

Maternity & Paternity Leave

We support new parents by offering generous maternity and paternity leave, allowing employees to bond with their newborns and transition back to work with flexibility.

Employee Assistance Program

We provide an Employee Assistance Program (EAP) offering counseling and guidance to support our team members through personal and professional challenges, helping them thrive both at work and in life.

Employee Recognition Program

We love to support, recognize, and celebrate our employees for all their hard work with our COMFIE Recognition Program.

Company Celebrations

We cultivate a vibrant workplace culture through regular company celebrations that bring employees together to celebrate achievements, strengthen the team, and create lasting memories.

We support our employees' mental well-being by providing a subscription to the Calm App, offering guided meditations, sleep stories, and relaxation techniques to help reduce stress and cultivate mindfulness.

Supportive of Professional Development

We are committed to our employees' growth and success by offering training programs, workshops, and other resources to empower them to enhance their skills and advance their careers.

Where Work and Fun Rize Together

Our Core Values

At Rize Home, we believe in the comfort of our products and having a phenomenal team. Our company's foundation is built on the extraordinary qualities of each person on our team. These core values are the backbone of everything we do, the principles we work and live by, and the values that support the strongest teams.

Where to find us

Delivering Comfort and Quality Across the U.S.

Our offices, warehouses, and production facilities across the United States create opportunities for talented individuals to join our team, wherever you’re located.

Employee Testimonials

What Our People Are Saying: A Culture of Growth

My 25 years at Rize Home have fostered both professional and personal growth, revealing skills I never knew I had. The collaborative, creative, and innovative culture, along with leadership’s support for new ideas, has created an excellent environment for success.

Ernie, Operations

I've had the privilege of working at Rize Home for nearly 26 years, growing from a maintenance tech to Quality Manager. The company’s culture of collaboration, innovation, and commitment to quality has allowed me to contribute to its success, and I look forward to continuing to be part of this exceptional team.

Chris, Quality Control

Working at Rize Home has been a rewarding experience, with a supportive and collaborative environment that has fostered both my personal and professional growth. I’m proud to be part of a company that values its people, emphasizes work-life balance, and invests in development, and I look forward to contributing to its continued success.

Sarah, HR & Marketing

I’ve worked at Rize for over 30 years, starting on the production line and eventually becoming Warehouse Manager. Rize’s commitment to growth and improvement, along with the respect and value I feel here, makes it easy to come to work every day.

Tony, Warehouse

The people at Rize Home make it an incredible place to work, with everyone supporting each other to provide the best service to customers. I’m fortunate to collaborate with such remarkable individuals and learn from them every day.

Courtney, Warranty

Rize Home is an amazing company with a culture of collaboration and innovation that fosters growth. The team feels like a family, all dedicated to providing the best experience for our customers, and I’m proud to be part of it.

Janet, Customer Experience

Our Commitment to People, Wellbeing, and Growth

Best In Class Workplace

Forward-Thinking Approach to Benefits and Compensation Planning
Comprehensive, Company-Wide Wellbeing Strategy
Remarkably Low Turnover Rates
Strong Employee Voice Through Engagement Surveys
Advanced and Strategic Use of HR Technology
Reduced Healthcare Costs Year-Over-Year

Current Open Roles

Position:Customer Experience Associate

Location: Detroit, MI

Job Id:226-009

# of Openings:1

CUSTOMER EXPERIENCE ASSOCIATE

About Floyd

Floyd is changing the way people consume, keep, and enjoy furniture. Our products are built around the idea that well-designed furniture should be accessible, long-lasting, and ship to your door. We create innovative products that challenge the common convention of furniture and the experience of buying it.

We don’t just make furniture - we care about the environment and all who inhabit it. We believe diversity is important in all areas of our business. We are actively pursuing people who will add to & evolve our culture because we know when folks from different backgrounds get in a room together, we make magic. We’re building an inspiring & inclusive place where people can work and grow...so we can make really great products.

Where You Come In (Role Details)

Quite simply, Floyd CX Team Members play an irreplaceable role in our success as a company. Our perfect candidate aspires to be a fantastic advocate for our customers through understanding all parts of our business and providing support through email, chat, and scheduled phone calls. CX Team Members oversee a customer's entire journey - from pre-purchase questions about our products and our policies to post-purchase support with shipping and delivery. We are looking for individuals that have a passion for helping others and a passion for working with others.

What You'll Do

• Work CRM tickets in support of Customer Service team, including difficult issues. Establish supportive, trusting relationships with warehouse, product and customer service teams.
• Manage trade program with Product team including oversight of opening of new trade accounts and re-establishment of inactive accounts.
• Process new retail orders and proactively coordinate with the Product team to correspond with customers to confirm satisfactory order completion.
• Ensure timely and accurate responses to all customers.
• Facilitate customer inquiries or issues with appropriate internal departments.
• Follow-up on customer issues to ensure resolution.
• Boost CRM AI bot interactions to improve responses and resolutions.
• Provide timely feedback to the company regarding service failures and/or customer complaints.
• Stay up to date and knowledgeable with the company product line, promotions and any inventory issues.
• Recommend improvements in products, packaging, shipping, service, or procedures to further enhance customer experience.
• Maintain positive customer and team interactions and relationships.
• Assist with special projects including shed sales or other promotional events, and perform other duties as assigned.

This Might Describe You

Highly organized. Our resources are organized but your own system of organization is important.

Strong attention to detail & follow through. Communicating with our customers requires that you read, understand, and articulate the intricacies of their situation - and that you follow through to ensure they’re taken care of.

Ability to communicate quickly, thoroughly, and accurately in writing. As a team, we set goals to support a large volume of customers throughout the day!

Curiosity around improving efficiency for you and your teammates and willingness to bring forth new ideas.