Customer Experience Rep

Position Summary:

At Exemplis, our heart, soul and mission is to provide our customers what they want, how they want it, when they want it.  The only way we’re able to deliver on this mission every day is through our exceptional team of bright, engaged, and dynamic talent. When you join our Customer Experience team, you’ll help deliver some of the best service within our industry by bringing your passion for people and drive to deliver excellence with each customer interaction. This opportunity is for someone passionate about cultivating relationships, providing a world-class experience and who is energized by a fast-paced environment.

This isn’t your average call center. As a Customer Experience Representative, your primary mission will be to be an advocate and solution seeker for our customers and internal partners. Through effective communication and pro-active decision making, you will own the intricate order details of the thousands of custom products we ship daily. To be successful in this role you will need strong critical thinking, a detail oriented skill set, and an unparalleled desire to exceed our customers’ expectations. Are you ready to join our obsession?!

Responsibilities and Essential Functions:

• Serves as a liaison between our customers and internal departments to advocate and solve for various custom order complexities.
• Provides exceptional phone, email, and chat support to our customers: going beyond just answering questions such as order status, pricing, custom order options, and changes to orders.
• Ensures that customer inquiries are resolved promptly (within 24 hours or less) in an accurate, polished and professional manner that exceeds customer expectations.
• Confirms understanding of customer’s needs and requests with genuine curiosity.
• Exudes a high touch approach to every order from entry through delivery.  
• When appropriate, escalates more complex issues after independently trying to resolve concerns.
• Advises customers on Exemplis systems & processes to enhance their experience with the brand.
• Adheres to service, performance and operational standards established for Customer Service (KPIs). Engage in continuous learning/training sessions.

Qualifications, Skills and Education

Required qualifications:

• High school diploma or equivalent required.
• 1+ year experience in customer service.

Preferred qualifications:

• Bachelor’s Degree
• Proficiency in SalesForce, Microsoft Dynamics AX, Outlook & Microsoft Suite 
• Hospitality or contract furniture industry background
• Experience working in a call center
• 50 + wpm

Perks and Benefits

We hope that you’re excited by the possibilities that come along with working at Exemplis! With us, TEAM comes first.  We bring integrity, passion, and excellence to work each day.  Being part of our team means living our core values and thriving in an environment of constant innovation and positive change.

In addition to our unique culture, we also offer these fun perks and benefits.

• Competitive Salary: Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges are developed with the support of national benchmarks and industry best practices that adjusts to your cost of labor, years of relevant experience, skill set, and education.

• Hybrid Work Schedule: We support employee needs and their work/life balance so we offer the flexibility to work onsite two or three days a week.

• Health Insurance: We offer a variety of health insurance options (medical, dental, vision, etc.) for all of our team members. Eligible the first month following your start date.

• 401(k): We match 100% up to 3% and then 50% of the next 2% deferred.

• Time Off: Taking time off to recharge is a must whether it is for your personal health or vacation; paid time off starts accruing day 1!

• Observed Holidays: 10 company observed holidays: New Years, Martin Luther King, President’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Day.

• Computer: All of the IT equipment you will need for your home or onsite workspace will be provided. For hybrid workers, a $11 biweekly stipend will be provided for internet.

• Employee Discounts across all of our product lines.

• Hit our Numbers Lunch: When we hit out monthly milestones, we all celebrate!

• Tuition Scholarships: Partnership with UMASS Global for 10%-20% off tuition for you and/or your family.

About Us:

It all started in a small warehouse in California with just three employees, a fax machine and a bell that rang out every time a chair came down the conveyor belt. Over 25 years later, Exemplis continues to lead, innovate and disrupt an array of industries through its growing family of brands — including SitOnIt Seating, Timbuk2, X-Chair, Mavix, Edloe Finch, and Albany Park.
From sustainable manufacturing to outreach programs and more, we strive to make a positive impact on everyone we serve. We make sure our people (and their communities) are at the core of our organization. To make a difference, we must be a champion of diversity, inclusion, service and social justice — above all else. 
Are you ready to be a part of something special? We have headquarters, offices and retail stores across the U.S. (plus a variety of flexible work opportunities). Learn more and apply today.
Exemplis is an Equal Opportunity Employer and our company adheres to the equal employment opportunity guidelines set forth by federal, state, and local laws. Read our full statement on our careers page.