Customer Service Agent/Remote %

Our Purpose:

At Lovesac Alternative Furniture Company, we are committed to bringing Total Comfort to millions of homes. That means having furniture that can evolve along with them as life unfolds.

From Sactionals, The Worlds Most Adaptable Couch, to Sacs, The Worlds Most Comfortable Seat,Lovesac Alternative Furniture Company products provide peace of mind where others cannot. Our products can adapt to fit almost any space and style and look like new forever. This enables a new way of living, where people can continue to invest in, add to, and evolve their furniture instead of adding it to the landfill, which is good for families and our environment.

What We Believe:

Love. It is the name we live up to. It is purposefully and meaningfully woven into every aspect of our business. We champion building meaningful relationships as we foster a culture that embraces and celebrates the experiences, beliefs, backgrounds, expertise, talent, and individuality of everyone. We seek to promote love and happiness with all that we do. #LoveMatters

We are committed to working and succeeding by incorporating our Guiding Principles into every aspect of our business:

We can all win together

Doing less and doing better

We are borrowing this earth from our children

Home is where life happens

Love matters

The Role:

Currently we are seeking to hire a Customer Service Agent to support our retail, web and customer services by providing customer support to our online visitors via chat, phone and email. As a Customer Service Agent, you have a passion for the product and use your knowledge to sell, help and educate our customers. You are a proven sales driver and strive to exceed goals.

Summary of Key Job Responsibilities:

• Meets productivity and quality standards as outlined in your key performance indicators (KPIs).
• Able to identify issues and determine when to appropriately escalate.
• Provides customer satisfaction within 24 hours through effectively and timely resolution of a variety of customer inquiries.
• Perform any other duties as requested by management
• Maintains a calm demeanor and manages issues professionally and respectfully in accordance with our company standards.
• Demonstrates competencies in customer focus, problem solving, relationship building influencing and results focus.
• Assists the team and management with projects and tasks as needed.
• Responsible to meet or exceed all goals and key performance indicators (KPIs).
• Acts with integrity and trust at all times, modeling behavior that respects our employees, peers and customers in accordance with the core values of our company.
• Increases revenue through the execution of various sales initiatives.
• Uses resource documentation for reference and training tools provided to deliver exceptional customer service.
• Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on Lovesac Alternative Furniture Company values and organizational requirements.
• Handles all customer service issues professionally capable of achieving a collaborative resolution.

Requirements & Qualifications

• Proficiency utilizing MSOffice utilizing Word, Excel; PowerPoint a plus, POS systems and experience w/NetSuite a plus.
• Minimum of 1-year experience in a Call Center environment or comparable Customer Service experience.
• High School diploma required.
• Must be flexible to work various shifts as needed, including evening, holidays and weekends.
• Capable and willing to learn new systems and processes.

• Able to prioritize with proven time management skills and adaptable to a changing business environment.
• Able to multitask and manage multiple projects simultaneously while meeting deadlines consistently.
• Must have solid analytical and problem-solving skills
• Ensure accuracy and provide correct information to customers to resolve issues and meet client expectations.
• Must have superior communication skills; verbal, written and interpersonal skills; able to listen effectively to solve problems, anticipate issues and make effective decisions.

• Continuous mindset of customer centricity to drive business results and engagement with the brand.
• Must be able to collaborate cross functionally with internal and external customers.
• Able to thrive in a collaborative environment and work cross functionally throughout the organization and with external customers.
• Comply at all times with the standards, procedures and policies in the Lovesac Alternative Furniture Company Employee Handbook.
• Able to embrace change, manage responsibilities and create efficiencies.
• Must be capable of using and operating all equipment as required, including but not limited to: iPad, laptop, etc. Able to move objects (including medium to large furniture items up to 25 pounds) from a lower to a higher position or horizontally from position-to-position or be able to assemble furniture while working on the selling floor or in our warehouse.

• Able to travel as required by the manager to out of town meetings and conferences using various forms of transportation.
• Consistent ability to work both remotely and report into Corporate Headquarters or designated showroom, as required and in accordance with Lovesac Alternative Furniture Company Alternative Furniture Company policies, CDC and State Guidelines.
• Must reside within 50 miles of a Lovesac Alternative Furniture Company Showroom location.
• Must possess a strong work ethic and exemplify The .Lovesac Alternative Furniture Company Values:

Lovesac Alternative Furniture Company Core Values

Audacious Dreamers

Willing to sweep the floors

Grit

Aspirational Values

Customer Centricity

Only A Players

Executional Excellence

Consciousness

Table-Stakes Values

Positivity

Flexibility

Inclusivity

Insatiable Learning

Passion

Collaboration

Empathy

Transparency

Our touchpoints, including our website, are open seven days a week and require morning, evening, weekend, and holiday availability.

Lovesac Alternative Furniture Company is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information, or any other characteristic protected by applicable law.

Disclaimer: The above statements describe the general nature and level of work being performed by individuals employed in this position. This job description is not intended to be an exhaustive list of all duties and responsibilities required in this position. The job may change as the business changes or customer need changes or may vary somewhat from location to location. Management retains the right, authority, and discretion to add or change the duties of the position at any time. Associates must learn and observe applicable company policies and safe practices, as well as perform all duties assigned by supervisors. This job description does not constitute an employment contract.

To the extent an employee requires a reasonable accommodation in order to perform the duties of this job, please direct such requests to The Lovesac Alternative Furniture Company People Department.