Customer Experience Associate

You are the ideal candidate if you are obsessed with our customer and our category, positive, energetic, and endlessly resourceful. We want someone who is motivated by learning and ready to take on a variety of responsibilities to grow at Boll & Branch, no task is too small or too big! This role will build relationships with our customers and drive lifetime value

This team sits at the heart of the entire company and has a pulse on our most important asset - our customer. As we expand into new categories and verticals, this function will become increasingly more important. Quite simply, the Boll & Branch Customer Experience team plays an irreplaceable role in our success as a company and is a crucial part of everything we do from marketing to operations. The perfect associate aspires to be a fantastic advocate for our customer, delivering superior service and delighting people. If making people happy is something you love to do, you'll love this job.

What you’ll do:

• Engage with customers across multiple platforms (email, phone calls and chats) which might include placing orders, inventory checks, order status, delivery status and overall general questions
• Maintain exceptional relationships with our customers and cater to their needs, personalizing and engaging during every interaction
• Investigate lost or delayed orders by tracking shipment paths via USPS, and UPS
• Process returns shipped to HQ and provide reporting and visibility as needed
• Partner with the customer insights team to surface customer feedback
• Partner with the retention team to execute marketing campaigns
• Work cross functionally to identify issues, solve problems and share communications
• Process gift cards, and hand written notes for physical gift card customers
• Manage our customer chat messages in a quick and timely manner

Your goals:

• Maintain department SLA and overall budget
• Manage personal customer satisfaction score through continuous relationship building
• Maintain our KPI’s and responses per hour
• Deliver Unreasonable Hospitality wherever you can

Requirements:

• Associates Degree preferred
• No experience necessary, but retail background is a major plus!
• Truly love being with and around people; and others should feel the same way about you
• Want to be a part of a high-energy startup culture and add to it
• Learn Boll & Branch's social mission and be inspired to be a part of what we're doing
• Be incredibly organized and able to juggle many projects simultaneously with a positive attitude
• Experience with Zendesk & Shopify or similar software is a major plus
• Possess a high processing speed and operate with a sense of urgency
• Have an Entrepreneurial spirit
• Love a great challenge, be ready to learn and have a `no task is too small' attitude
• Comfortable commuting to our Summit, NJ headquarters with a requirement to come into our office 3-5 days a week.
  

The primary location for this role is Summit, NJ. We believe our business and our culture are strongest when we work together in person. We also know that it's helpful to have flexibility to work remotely. Currently we are operating under a hybrid model whereby all teams work in an office a minimum of two days per week (Tuesdays/Wednesdays) and may be provided flexibility to work from home on other days. This role will require you to work in our Summit, NJ headquarters because it's in the best interest of our business or your team.

The hourly rate for this role is $20.00. It is important to note that our salary ranges are based on paying competitively for our size, industry, and the market and are one part of the total rewards that we provide. Individual pay rate decisions are based on several factors, including qualifications for the role, experience level, skillset, scope of the role, and internal peer benchmarking.

This role is not eligible for relocation assistance. Additionally, Boll & Branch will not commence an immigration case or 'sponsor' an individual for this position (for example, H-1B or other employment-based immigration).

The above is a comprehensive, but not exhaustive, description of requirements and expectations that may evolve over time based on business needs. You must be able to complete all physical requirements of the job with or without a reasonable accommodation.

What We Offer:

• Medical, Dental, Vision, and Life/AD&D insurance
• Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
• Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
• Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount

About Boll & Branch:

At Boll & Branch, we don’t make bedding like everyone else. We make it better.

In 2014, our founders, Scott and Missy Tannen, challenged every conventional standard in the textile industry, creating a new supply chain that prioritized thread quality, not thread count. By investing exclusively in 100% organic raw materials from the start, we became the first bedding company ever to be Fair Trade Certified. Today, we keep five commitments at the heart of everything we do. We are:

• Cultivators of the Highest Quality Threads
• Pioneers in 100% Organic Cotton
• Free from Toxins at Every Step
• 100% Traceable from Farm to Finish
• Committed to Fair and Ethical Treatment for All

Boll & Branch has over 150 employees, and we are headquartered in Summit, NJ, with a second office in New York, NY and a dedicated Photo Studio in New Providence, NJ. In 2019, to propel our growth, we raised $100M from L Catterton, a leading consumer goods private equity fund. We are also progressively expanding our retail and wholesale footprint. While the heart of our business lies in the direct-to-consumer online model, we also have several retail stores around the country as well as partnerships with Bloomingdales and Nordstrom.

Boll & Branch LLC is an equal opportunity employer.