Customer Experience Specialist (Hybrid)

Room & Board; Golden Valley (MN); Hybrid; USD 54,000 - 60,000; Full time

Benefits offered by this job

Three weeks paid vacation

401(k) match

ESOP

Job summary

Room & Board in Golden Valley, MN seeks a Customer Experience Specialist to provide personalized solutions to inquirers via inbound calls, chats, and emails. You’ll guide customers through purchases and post-purchase support, leveraging our online tools and Live Chat.

This full-time, hybrid role combines one in-office day every two weeks with 4 work-from-home days, reporting to the National Customer Experience Manager.

Qualifications

• Experience handling inbound calls, chats, and emails.

Responsibilities

• Provide personalized solutions to customers during the buying journey and post-purchase support.
• Ask thoughtful questions, listen empathetically, and anticipate needs to deliver the right solution.
• Leverage Room & Board online tools and Live Chat to assist customers.

Skills

Problem solving

Empathy

Communication

Tech-savvy

Job description

Overview

At Room & Board, we provide our customers with a seamless multi-channel experience with our stores (22 throughout the U.S.), our website (www.RoomandBoard) and Customer Care (through our 1-800 phone channel (1.800.301.9720), chat and email.

As a Customer Experience Specialist, on our Customer Care team, you will enjoy finding the best, personalized solution for each customer whether a customer is looking to make a purchase or has an issue that needs to be resolved. This high end service is provided via inbound calls/chats/emails.

The majority of Customer Care calls/chats/emails are inbound with most calls coming from potential or existing customers engaged in the purchasing process. They are often seeking design advice and ideas, clarification about products, or delivery information as they look to make or follow up on a recent purchase. Other 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 as well as email and Live Chat.

Location:

4600 Olson Memorial Highway, Minneapolis, MN 55422

Schedule:

This full-time role reports to the National Customer Experience Manager, and joins a team of 40+ associates and leaders. The role is based out of our Central Office in Golden Valley (Hwy 100 & 55) and works a combination of weekdays and weekends. The primary schedule is 7:30AM – 4:00PM Monday through Friday; with one day per week being 10:30AM–7:00PM or 12:30pm-9:00pm.

Additionally, you will be scheduled to work three weekend days per month, with shifts falling within the following hours: 9:45 AM - 3:00 PM, 11:00 AM - 4:00 PM, 11:45 AM - 5:00 PM, 3:00 PM - 9:00 PM, or 4:00 PM - 9:00 PM.

As a Customer Experience Specialist you will work a hybrid schedule of 1 day in-office and 4 at-home days. During acclimation, you will have the ability to work from home (2 days per week) depending on your training and acclimation schedule. Once fully acclimated, you will work one in-office day every two weeks, (limited to Tuesday – Thursday).

What success looks like:

• You are a problem solver by nature. You lead with thoughtful questions and consider the customer's personal style and functional requirements as you offer solutions that create spaces they love. When it comes to the type of problems you prefer to handle, complex and sophisticated trumps routine and predictable. 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.
• Customers love you. You create meaningful and relevant interactions with customers throughout the sales process. When a customer calls upset, you build loyalty by bringing calm to the situation and driving home the right solution.
• You bring a passion for home and modern design. You are fully engaged in the world around you and understand how homes evolve based upon life changes, technology, sustainability and other influences.
• 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

What you can expect as a Customer Experience Specialist:

• Salary: $54000 - $60000 / year
• Benefits that focus on holistic well-being. The whole person matters, not just the one who shows up for work. That’s why we invest in holistic well-being that supports and encourages you to live a full life. Besides a competitive paycheck, we offer benefits to help you thrive in every aspect of life. That includes three weeks of paid vacation, a generous 401(k) match, profit-sharing and more. As a 100% employee-owned company, staff members working 1,000 hours or more in a 12-month period are eligible to participate in our Employee Stock Ownership Plan (ESOP). This plan acts as an additional Retirement Savings Plan fully funded by Room & Board
• Meaningful work. We create a meaningful work experience by empowering everyone to contribute, taking pride in everything we do, and making the world sustainable, inclusive and beautiful.
• A culture of respect. We sustain a culture of respect by relying on our shared values, building supportive and kind teams, and ensuring all voices are heard and celebrated
• To view our benefits in detail and to learn more about our culture, please visit: https://www.roomandboard.com/careers
• Application Deadline: The position will remain open until filled; there is no specified deadline.
• Room & Board is an equal employment opportunity employer. Our policy is not to unlawfully discriminate against any applicant or staff member on the basis of age, race, color, sex, sexual orientation, gender identity or expression, religion, national origin, disability, or any other consideration made unlawful by applicable federal, state, or local laws. We also prohibit harassment of applicants and staff members based on any protected category, characteristic or status. It is also our policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.
• As an applicant, you have rights under Federal Employment Laws, and your state may offer additional protections. To view applicable laws, visit our partner site.
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