Customer Experience Associate

Summary

Join The Black Tux as a Customer Experience Associate and work remotely! This role requires proven customer support experience, ideally with sales experience. You will engage with customers via phone, chat, and email, resolving issues and ensuring a positive experience. Success requires strong communication, organizational skills, and the ability to work in a fast-paced environment. The company offers competitive benefits, including medical, dental, vision, 401(k) options, paid time off, and employee events. The hourly rate is $16-$17. The Black Tux values diversity and inclusion.

Requirements

• Bring an engaging, inquisitive and spirited style
• Proven customer support experience
• Ability to work remotely and have a dedicated workspace
• Ability to work in a fast paced work environment, maintaining focus key performance indicators
• Ability to learn and understand individual performance metrics
• 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

Responsibilities

• 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

Preferred Qualifications

Sales experience

Benefits

• Competitive medical, dental, vision, and disability plans
• Option to participate in a 401(k) plan through Betterment
• Weekly catered lunches
• Free snacks & beverages
• Generous paid time off
• Paid time and a half for company-recognized holidays (i.e. Thanksgiving, Christmas Eve, Christmas Day, & New Year’s Day)
• Employee engagement & cultural events
• Free Rentals + discounts on garment purchases for you, your partner, and friends & family
• Team member discount on Marke jewelry products
• Bi-annual compensation review process