Customer Experience Associate

CUSTOMER EXPERIENCE ASSOCIATE

About Floyd

Floyd is changing the way people consume, keep, and enjoy furniture. Our products are built around the idea that well-designed furniture should be accessible, long-lasting, and ship to your door. We create innovative products that challenge the common convention of furniture and the experience of buying it.

We don’t just make furniture — we care about the environment and all who inhabit it. We believe diversity is important in all areas of our business. We are actively pursuing people who will add to & evolve our culture because we know when folks from different backgrounds get in a room together, we make magic. We’re building an inspiring & inclusive place where people can work and grow…so we can make really great products.

Where You Come In (Role Details)

Quite simply, Floyd CX Team Members play an irreplaceable role in our success as a company. Our perfect candidate aspires to be a fantastic advocate for our customers through understanding all parts of our business and providing support through email, chat, and scheduled phone calls. CX Team Members oversee a customer's entire journey - from pre-purchase questions about our products and our policies to post-purchase support with shipping and delivery. We are looking for individuals that have a passion for helping others and a passion for working with others.

What You'll Do 

• Work CRM tickets in support of Customer Service team, including difficult issues. Establish supportive, trusting relationships with warehouse, product and customer service teams.
• Manage trade program with Product team including oversight of opening of new trade accounts and re-establishment of inactive accounts.
• Process new retail orders and proactively coordinate with the Product team to correspond with customers to confirm satisfactory order completion.
• Ensure timely and accurate responses to all customers.
• Facilitate customer inquiries or issues with appropriate internal departments.
• Follow-up on customer issues to ensure resolution.
• Boost CRM AI bot interactions to improve responses and resolutions.
• Provide timely feedback to the company regarding service failures and/or customer complaints.
• Stay up to date and knowledgeable with the company product line, promotions and any inventory issues.
• Recommend improvements in products, packaging, shipping, service, or procedures to further enhance customer experience.
• Maintain positive customer and team interactions and relationships.
• Assist with special projects including shed sales or other promotional events, and perform other duties as assigned.

This Might Describe You 

• Highly organized. Our resources are organized but your own system of organization is important. 

• Strong attention to detail & follow through. Communicating with our customers requires that you read, understand, and articulate the intricacies of their situation - and that you follow through to ensure they’re taken care of. 

• Ability to communicate quickly, thoroughly, and accurately in writing. As a team, we set goals to support a large volume of customers throughout the day!

• Curiosity around improving efficiency for you and your teammates and willingness to bring forth new ideas.

• Prior CX experience a plus.