Job ID: 2021-3650 Location: US-MN-Minneapolis | US-MN-Minneapolis Category: Central Office - Customer Care Type: Full Time Min Salary: USD $47,000.00/Yr. Max Salary: USD $52,000.00/Yr.
Love what you do.
At Room & Board, we provide our customers with a seamless multi-channel experience with our stores (16 throughout the U.S.), our website (www.RoomandBoard) and Customer Care which is our 1-800 phone channel (1.800.301.9720), chat and email.
As a Customer Experience Specialist on our Customer Care team, you are in a unique role which serves as both a design professional and a problem solver. Whether a customer is looking to make a purchase or has an issue that needs to be resolved, you're dedicated to finding the best personalized solution for each customer.
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 Design & 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.
This full-time role reports to the Customer Care Manager and joins a team of 30+ 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 7:45AM - 4:15PM Monday through Friday; with one day per week being 10:30AM-7:00PM and one day every 6 weeks being 12:30PM-9:00PM. Additionally, you will be scheduled to work 2-3 weekend days per month 10:00AM-5:00PM.
As a Customer Experience Specialist you will work a hybrid schedule of in-office and at-home days. You will have the ability to work from home 3-4 days per week depending on your training and acclimation schedule. Once fully acclimated, you will work one in-office day per week, (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.
The experience and qualificaitons you bring to be qualified for a Customer Experience Specialist:
5 or more years of professional customer service experience or retail sales/design experience.
A passion for customer service and true appreciation for the impact our exceptional customer service has on our brand and greater industry.
Confidence in navigating solutions without a process document or the need to "check with your manager".
Demonstrated critical thinking and the ability to make appropriate judgment calls.
Strong learning agility with the ability and willingness to learn new things.
Laser-like focus when it comes to details.
Intuitive with an innate ability to anticipate needs.
What you can expect as a Customer Experience Specialist:
You'll enjoy a competitive salary ($47,000 and higher - commensurate with experience, qualifications, etc.) and our unique, progressive benefits that go beyond the basics of health insurance and vacation to support you physically, emotionally and financially including by offering 401(k), profit sharing, three weeks of paid vacation, free financial adviser and more. Visit our career site to learn more.
You'll find a culture where our collaborative spirit leaves little room for bureaucracy and cumbersome rules. Instead we keep it simple, take accountability, solve problems and ultimately do the right thing. We are a people-first company. One of our deepest beliefs is in everyone's right to be treated equally and respectfully. We let this guide our actions every day. We believe in each other. View our Guiding Principles to learn more.
You'll join a company of talented and diverse professionals who are passionate about working together to help customers create homes they love. #weareroomandboard
Room & Board is a place where people can flourish because they can be themselves. We celebrate our differences, including our beliefs and cultural traditions as well as all of the life experiences that define us. We build common ground through understanding and shared experiences. We're better together!
Join us and love what you do. It makes for a great day at work.