Customer Experience Associate

Role Overview

• Engage with customers via email, phone, and chat to resolve a range of inquiries, from routine to complex, including order placement, inventory checks, order and delivery updates, and general questions
• Foster exceptional customer relationships through unreasonable hospitality, anticipating individual needs and delivering personalized, engaging experiences that make every interaction feel thoughtful, warm, and memorable.
• Manage post-order resolution by investigating lost or delayed shipments through USPS and UPS, processing returns to HQ, and delivering accurate reporting and visibility.
• Gather and provide customer feedback to leadership, ensuring insights are shared with relevant teams, including Customer Insights and Marketing to drive meaningful improvements and enhance the overall customer experience
• Monitor your own inbox, ensuring customer inquiries are handled and responded to promptly and professionally
• Create memorable moments in Customer interactions that can’t help but be shared
• Manage personal customer satisfaction score through continuous relationship building
• Inspire Trust and Loyalty
• Build lasting relationships by being reliable, empathetic, and genuinely invested in the customer’s happiness
• Collaborate with your team to continually improve processes, and customer journeys
• Demonstrate ownership by taking initiative autonomously to resolve issues and improve the customer experience
• Stay current on product knowledge to drive sales, identify upsell opportunities, and advise customers based on their needs and our product offerings.

Requirements

• Associates Degree preferred or equivalent experience
• Ability to work on-site in Summit, NJ two days per week
• Operate with a high processing speed and sense of urgency to meet KPIs, maintaining 12 tickets per hour and 84 tickets per day
• Experience with Zendesk & Shopify or similar software
• Customer Experience, retail, or hospitality background preferred
• Be flexible and resilient to adapt to changing situations and priorities while maintaining a positive, customer-first mindset in a fast-paced environment
• Must thrive in a high-energy environment and contribute positively to the team culture; a friendly and approachable demeanor is highly valued
• Truly love being with and around people -
• and others should feel the same way about you
• Learn Boll & Branch's social mission and be inspired to be a part of what we're doing, embodying an entrepreneurial spirit
• Stay highly organized and efficiently handle multiple projects at once.

Benefits

• Medical, Dental, Vision, and Life/AD&D insurance
• Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
• Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
• Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount