Join to apply for the Call Center Associate role at Lovesac
About Lovesac: We are a young-at-heart, fast-growing furniture company dedicated to helping people fill their homes with Total Comfort. We design and innovate around furniture solutions that are adaptable, washable, expandable, and delivered-right-to-your-door, allowing customers to live the life they want. Lovesac emphasizes work-life balance and flexible schedules and aims to be an employer of choice through its Top Ambition culture.
The Role
As a Customer Experience Associate, you will foster relationships with customers, drive sales and customer satisfaction. This role blends in-store customer experience responsibilities with remote customer service support and offers both in-person and remote work environments. This is a hybrid position reporting to a designated Lovesac store with a schedule that includes one day onsite per week and four days remote.
Remote Responsibilities
- Actively engage with potential and existing customers through various channels (phone, email, messaging, in-person) to promote and sell Lovesac products/services
- Demonstrate Lovesac\'s Designed for Life selling process
- Meet or exceed sales targets and KPIs by understanding customer needs and recommending appropriate solutions
- Maintain up-to-date product knowledge to communicate features and benefits
- Build and nurture long-term relationships, 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 satisfaction
- Collaborate with internal teams to ensure seamless order fulfillment and service delivery
- Maintain accurate records of customer interactions and transactions using CRM software
- Identify issues and escalate when appropriate
- Support the team and management with projects and tasks
- Maintain inventory integrity through accurate processing of POS transactions and provide accurate information to clients
- Complete training to stay current on systems and products and align with Lovesac values
- Perform other duties as requested by management
In-Store Responsibilities
- Engage customers using Lovesac selling techniques and product demonstrations
- Guide customers from interest to purchase, manage quotes, close sales, and maintain post-purchase relationships
- Conduct customer outreach using company tools
- Provide attentive service to meet customer needs and build loyalty
- Explain product and service features and benefits to effectively demo and educate customers
- Promote services including customization, delivery, and post-sales support
- Identify and resolve customer issues quickly to ensure a positive shopping experience
- Maintain a welcoming store environment and adhere to visual merchandising standards
- Stay up to date on industry trends and customer preferences to improve interactions
- Support store operations including promotions and standards
- Follow company policies to minimize risks and maintain safety
- Utilize company tools to support daily operations
- Use sales data and reports to prioritize tasks
- Understand basic business metrics and how they drive goals
- Meet or exceed personal sales goals and KPIs
Qualifications
- 18 years of age or older
- High-School Diploma or equivalent required
- Minimum of 2 years of related customer service experience in a call center environment
- Retail experience preferred
- Hybrid work experience preferred
- Flexible hours including evenings, weekends and holidays
- Must be able to work the in-store shift on peak business days
- Reside within 30 miles of designated Lovesac Retail store location
- Bilingual/multilingual skills preferred
- Pass Lovesac background check as required
- Proficiency in Microsoft Office (Word, Excel, PowerPoint) and CRM/order management platforms; NetSuite and Gladly preferred
- Ability to travel for occasional meetings and store visits
- Ability to work remotely and report to designated store as required
- Results-driven with ability to meet/exceed KPIs
- Comply with Lovesac policies and safety standards
- Ability to move objects up to 75 pounds and perform related physical tasks
We Offer Our Full-Time Associates
- Paid Time Off & Holiday Pay
- Sales Incentive Program
- 401K Matching Contribution
- Paid Parental Leave
- Medical, Dental, Vision Plans
- Health Savings and Flexible Spending Accounts
- Life/AD&D, Short/Long-Term Disability
- Critical Illness and Accident Insurance
- Employee Assistance Program
- Financial Wellness Tools
- Associate Discounts
- Pet Insurance
Associates may receive up to 125 hours of paid time off per fiscal year and are eligible for overtime pay where applicable. Benefits details are outlined in Lovesac policy and plan documents. Lovesac is an Equal Opportunity Employer and considers all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, military status, or any other protected characteristic. This description is not a contract and duties may change as needed.