The Black Tux is a company that revolutionizes men’s fashion by offering top-tier tuxedos, suits, and formalwear accessories through its exclusive e-commerce platform. Specializing in hassle-free online rentals, The Black Tux ensures a seamless experience for modern gentlemen seeking style and convenience. Explore a sophisticated collection tailored to make every occasion unforgettable.
Location: Remote
Department: Customer care
Job Type: Full-Time
Position Overview
We are seeking an experienced Customer Experience Associate to join our awesome team of work-from-home, customer experience associates. The ideal candidate will have experience in customer support and retail sales, with experience in empathetic problem resolution. Ultimately, we are looking for a curious, service oriented individual with experience in problem solving, sales and fulfillment. We care about our Customer’s Experience and expect a deep customer centricity to enhance our Customer Experience organization.
Key Responsibilities
- Engage and educate customers on all things The Black Tux, through multiple contact channels, including: phone, chat and email, both inbound and outbound
- Understand and exhibit The Black Tux brand values, philosophy and culture through all interactions with customers and peers
- 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
- Escalate site issues and troubleshoot with customers
Additional Tasks
- De-escalate customers concerns if there is a less than desirable experience
- You embrace feedback and are able to try new approaches and execute against opportunities
- Have a growth mindset and willingness to continuously improve
- Work constructively with peers and other functional areas throughout the organization, including training, operations, showrooms, and outsourced partners
- This position will report to the Customer Experience Team Leader
Qualification
- Bring an engaging, inquisitive and spirited style 1+ years of proven customer support experience (bonus if you have sales experience)
- Ability to work remotely and have a dedicated workspace
- Ability to work in a fast paced work environment, maintaining focus key performance indicators/metrics
- Flexible to work overtime during peak season (April – October)
- 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
- Be part of more, punctual and reliable attendance, engage with internal team with web cameras
Compensation Package
$16 – $17 per hour.
Perks & Benefits
- 401(k) with 4% Match
- Employee Discounts and quarterly Farm-to-Fridge home deliveries
- Our Health, dental and vision plans are competitive, and we cover 100% of employee coverage and 50% of dependents
- Paid time off
- Paid maternity and paternity leave
- Monthly employee events
- Free rentals + discounts on garment purchases for you, your partner, and friends & family
Method of Application
Interested and qualified persons should apply by clicking APPLY FOR THIS JOB and complete the provided form by The Black Tux