Customer Experience Representative

Headquarters Houston, 22400 NW Lake Drive, Houston, Texas, United States of America

Who we are:

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.

Reporting directly to Customer Experience Manager within the Customer Experience department, The Customer Experience Specialist is responsible for assisting customers with general order questions, product information, website troubleshooting, and order troubleshooting. This position is also responsible for creating, maintaining, and improving customer relationships while interacting with customers daily. The Customer Experience Specialist is accountable for guiding customers through their shopping, assisting customers with navigating through the product catalogs, and answering questions they may have.

Visual Comfort Offers:

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort pays the majority of employees medical, vision, and dental coverage, available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How success is defined:

• Manage high volumes of inbound customer calls, addressing their inquiries, concerns, and requests professionally and courteously. Engage with customers empathetically, ensuring they feel valued and understood. Foster positive interactions and strive to exceed customer expectations.
• Regularly review and address aged orders to ensure timely processing and shipment. This process includes contacting customers regarding discontinued items and following up with the International Team as needed regarding unshipped orders.
• Review CSAT surveys to compile a root cause analysis of customer dissatisfaction. Make outbound calls to each customer who provided a bad or dissatisfied survey. Calls will be utilized to convert customers from dissatisfied to satisfied, gain greater insight, and gather additional details for the root cause analysis. Coordinate the distribution of surveys to relevant teams, and provide detailed analysis via Chief Customer Experience Office, Customer Experience Manager, and to the Customer Experience Supervisor.
• Monitor and address aged Return Merchandise Authorizations (RMA's) to ensure prompt resolution. Liaise with relevant departments and customers to facilitate the RMA process and minimize delays. Close out preference returns over 30 days old. Outbound calling to customers is imperative to ensure timely communication.
• Manage and prioritize a high volume of customer ticket inquiries through Zendesk and email to ensure efficient and effective resolution.
• Reply to emails from the warehouse team on the same day received.
• Release emails from the Zendesk Testing and Suspended boxes a minimum of three times daily.
• Using time management expertise to ensure documents are created, distributed, and filed appropriately the same business day as received as it relates to the international side.
• Create BOLs and CIs for Canadian Shipments
• Process CIs for the Fed Ex International Database
• Ensure documents are sent to the appropriate Teams.
• Ensure all Canadian POs are processed on the same day as received.
• Canadian Order Entry
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule. While being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

What you will bring:

• 1-2 years' customer service experience, preferably in a contact center operations environment.
• Additional experience in customer sales, customer service, or digital communications is a plus.
• Live CHAT representative experience is a plus.
• Call center or tele-sales experience is a plus.
• Exceptional organizational and time management skills, with a strong attention to detail
• Ability to prioritize and handle multiple tasks and changing priorities
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation
• Demonstrate exceptional communication across all contact…