Digital Experience Representative

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 the Digital Experience Supervisor within the Customer Experience department, The Digital Experience Representative 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. This position is accountable for guiding customers through their online shopping experience via chat sessions, assisting customers with navigating through the Visual Comfort website and answering questions they may have; this position will be required to assist multiple customers simultaneously.

As needed, the Digital Experience Representative will handle difficult customers and/or situations utilizing exceptional customers service, problem solving and negotiation skills to find the best possible resolution for the customer while keeping the needs of the business in mind. This position will need to use profound knowledge to determine when to enforce or override standard procedures.

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 covers the majority of employee medical premiums, and offers competitive 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:

• Receive and Promptly Respond to Customer Queries.
• Document customer concerns and resolutions within each order worked.
• Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise. Is consistently courteous with all customers and keeps all customer commitments.
• Maintain up-to-date product, sales, services, and company knowledge.
• Investigate customer’s problems and collaborate with multiple departments to find solutions and resolve issues.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
• Maintain reliable attendance.
• 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.
• High school diploma or equivalent
• Ability to maneuver effortlessly through various digital communication channels (chat, email, and social media) to provide the customer with prompt, courteous and accurate information including:
• Accurately respond to customer inquiries through instant messaging software
• Utilize available resources to respond to customer inquiries.
• Fluent in English; reading, writing, and speaking.
• Ability to type ≥50 WPM.
• Rigorous critical thinking skills
• Organization skills
• Self-Motivated and Self Starter
• Work well under pressure in a fast-paced environment.
• Additional experience in customer sales, customer service, or digital communications is a plus.
• Chat agent 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 channels, including email, chat and phone

Compensation Range: $24 per hour

Compensation for this position is based on applicable, job-related factors, which may include, where relevant to the position, skills, qualifications, relevant experience, education, certifications, and geographic work location, consistent with applicable law.

Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.

To be eligible for this role, you must be authorized to work in the United States. We do not offer any type of employment-based immigration sponsorship for this role. Likewise, Visual Comfort & Co., will not provide any assistance or sign any documentation in support of any other form of immigration sponsorship or benefit including optional practical training (OPT) or curricular practical training (CPT).