Customer Experience Associate

May 16

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The Black Tux

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Not your dad’s old suit. Modern formal wear, delivered.

201 - 500

Description

• Understand and exhibit The Black Tux brand values, philosophy, and culture through all interactions with customers and peers • Engage and educate customers on all things The Black Tux, through multiple contact channels, including: phone, chat, and email, both inbound and outbound • Adhere to all performance expectations and key metrics including Customer Satisfaction and efficiency • Understand and identify opportunity through individual metrics and dashboards • Lead with curiosity and focus on customer engagement and satisfaction • De-escalate customers' concerns if there is a less than desirable experience • Escalate site issues and troubleshoot with customers • Have a growth mindset and willingness to continuously improve • You embrace feedback and are able to try new approaches and execute against opportunities • Work constructively with peers and other functional areas throughout the organization, including training, operations, showrooms, and outsourced partners • This position will report to the Customer Experience Team Leader

Requirements

• 1+ years of proven customer support experience (bonus if you have sales experience) • Ability to work remotely and have a dedicated workspace • Ability to work in a fast-paced work environment, maintaining focus key performance indicators/metrics • Flexible to work overtime during peak season (April - October) • A commitment to building rapport with all The Black Tux customers and have a deep understanding of their needs • Ability to multitask and manage multiple technologies and software • Strong organizational and time management skills • Exceptional verbal and written communication skills • Be part of more, punctual and reliable attendance, engage with internal team with web cameras

Benefits

• We pay people equally and based on market compensation data • We provide a 401(k) plan through Betterment • Our full-time employees receive stock options and have a stake in the company • Our Health, dental and vision plans are competitive, and we cover 100% of employee coverage and 50% of dependents • Paid time off • Paid maternity and paternity leave • Monthly employee events • Free rentals + discounts on garment purchases for you, your partner, and friends & family