Customer Experience Specialist

About Us:

Born from Loloi Rugs – an industry leader that has been trusted by thousands of the world’s top designers and retail stores – Joon Loloi is an e-commerce retail destination delivering an insider's perspective on home furnishings. Our online selection of furniture, rugs, lighting, and décor is a combination of exclusive in-house design, signature trademarks, and expertly curated pieces for every room and everyone.

Security Advisory: Beware of Frauds

Protect yourself from potential fraud and verify the authenticity of any job offer you receive from Loloi. Rest assured that we never request payment or demand any sensitive personal information, such as bank details or social security numbers, at any stage of the recruiting process. To ensure genuine communication, our recruiters will solely reach out to applicants using an @loloirugs.com email address. Your security is of paramount importance to us at Loloi, and we are committed to maintaining a safe and trustworthy hiring experience for all candidates.

Joon Loloi is looking for a talented Customer Experience Specialist. Here at Loloi we craft products to create beautify spaces and we are seeking to develop a unique customer experience that embodies eCommerce, inspiration, value add services, design tools, and community for design enthusiasts and trade professionals alike. Our Customer Experience Specialist will most often be the first point of contact for our customers, handling inbound and outbound calls with professionalism, courtesy, and efficiency. The primary responsibility will be to provide exceptional customer service and support, resolving inquiries, and ensuring overall customer satisfaction. This position requires excellent communication skills, a positive attitude, and the ability to multitask in a fast-paced environment.

As an integral part of the Joon Loloi Customer Experience Team, this role will work closely with Training, Branding, and Merchandising to ensure they have a deep understanding of the product, the brand and provide exceptional service through every customer contact.

This position is based on-site Monday-Friday at our Dallas, TX headquarters.

Responsibilities

• Handle Inbound Calls: Receive incoming calls from customers, addressing their queries, concerns, and requests promptly and accurately. Offer personalized solutions to meet their specific needs
• Outbound Calls: Make outbound calls to follow up on customer inquiries, conduct surveys, confirm appointments, or inform customers about new products and services
• Customer Support: Provide excellent customer support via phone, email, or chat. Assist customers with troubleshooting issues, navigating through products/services, and resolving complaints to ensure a positive experience
• Product Knowledge: Acquire in-depth knowledge of the company's products, services, and processes to effectively assist customers and address their inquiries
• Data Entry: Accurately document customer interactions, inquiries, and feedback in the company's database or CRM system. Maintain detailed records for future reference and follow-up
• Problem Resolution: Proactively identify and resolve customer issues, ensuring their concerns are addressed in a timely and satisfactory manner
• Upselling and Cross-Selling: Identify opportunities for upselling or cross-selling products and services to customers, enhancing their overall experience and contributing to revenue growth
• Team Collaboration: Work collaboratively with other team members and departments to ensure smooth operations, escalate complex issues when necessary, and participate in ongoing training and skill development
• Adherence to Policies: Comply with company guidelines, call center protocols, and established processes to maintain high-quality service delivery and uphold the organization's reputation
• Performance Metrics: Achieve individual and team performance goals, including call handling metrics, customer satisfaction scores, and sales targets, as applicable

Experience, Skills, & Ability Requirements

• High school diploma or equivalent; additional education or certifications are a plus
• Previous experience in a call center or customer service role is preferred but not mandatory
• Previous experience in design or keen interest in interior design
• Excellent communication skills, both verbal and written, with a strong command of the English language
• Active listening skills and the ability to empathize with customers' needs and concerns
• Strong problem-solving skills and the capacity to think quickly on your feet
• Basic computer proficiency and familiarity with CRM software and call center systems
• Patience, resilience, and a positive attitude even during challenging interactions
• Ability to multitask and manage time effectively in a fast-paced environment
• Willingness to work flexible hours, including evenings, weekends, and holidays, if required
• Highly organized and skilled at time management
• Possess personal qualities of integrity, credibility, and commitment to corporate mission

What We Offer

• Comprehensive health, dental, and vision benefits
• 401(k) with employer match
• Paid parental leave
• A culture that fosters ongoing growth opportunities
• A stable, growing family-owned company that looks after its employees

Loloi Rugs/Joon Loloi does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.