Customer Experience Associate

About the job

Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for Boll & Branch. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice.

You are the ideal candidate if you are obsessed with our customer and our category. You are 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.

The ideal associate is a dedicated advocate for our customers, with a strong service aptitude and a genuine passion for helping others. They deliver exceptional, people-first support while working with speed, accuracy, and efficiency. By balancing thoughtful problem-solving with timely execution, they consistently meet customer needs and create positive, memorable experiences. If making people happy through efficient, high-quality service energizes you, this is a role you'll truly enjoy.

What You'll Do

Engage with customers via email, phone, and chat to resolve a range of inquiries, from routine to complex, including order placement, inventory checks, order and delivery updates, and general questions

Foster exceptional customer relationships through unreasonable hospitality, anticipating individual needs and delivering personalized, engaging experiences that make every interaction feel thoughtful, warm, and memorable.

Manage post-order resolution by investigating lost or delayed shipments through USPS and UPS, processing returns to HQ, and delivering accurate reporting and visibility.

Gather and provide customer feedback to leadership, ensuring insights are shared with relevant teams, including Customer Insights and Marketing to drive meaningful improvements and enhance the overall customer experience

Monitor your own inbox, ensuring customer inquiries are handled and responded to promptly and professionally

Your Goals

Create memorable moments in Customer interactions that can't help but be shared

Manage personal customer satisfaction score through continuous relationship building

Inspire Trust and Loyalty - Build lasting relationships by being reliable, empathetic, and genuinely invested in the customer's happiness

Collaborate with your team to continually improve processes, and customer journeys

Demonstrate ownership by taking initiative autonomously to resolve issues and improve the customer experience

Stay current on product knowledge to drive sales, identify upsell opportunities, and advise customers based on their needs and our product offerings.

Requirements

Associates Degree preferred or equivalent experience

Ability to work on-site in Summit, NJ two days per week

Operate with a high processing speed and sense of urgency to meet KPIs, maintaining 12 tickets per hour and 84 tickets per day

Experience with Zendesk & Shopify or similar software

Customer Experience, retail, or hospitality background preferred

Be flexible and resilient to adapt to changing situations and priorities while maintaining a positive, customer-first mindset in a fast-paced environment

Must thrive in a high-energy environment and contribute positively to the team culture; a friendly and approachable demeanor is highly valued

Truly love being with and around people -- and others should feel the same way about you

Learn Boll & Branch's social mission and be inspired to be a part of what we're doing, embodying an entrepreneurial spirit

Stay highly organized and efficiently handle multiple projects at once.

Love a great challenge, be ready to learn and have a `no task is too small' attitude

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/Thursdays) and may be provided flexibility to work from home on other days. There may be times when you're asked to work in our Summit, NJ headquarters because it's in the best interest of our business or your team.

The hourly base salary rate for this role is $22.00. 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.