Customer Experience Representative

Who we are: Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls, and automated shading solutions from the most influential designers in the world. We are proud to offer a market‑leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world‑class customer experience.

This position is responsible for assisting customers with general order questions, product information, website troubleshooting, and order troubleshooting. It also involves creating, maintaining, and improving customer relationships while interacting with customers daily. The representative guides customers through their shopping experience, assists with navigating product catalogs, answers inquiries, handles difficult situations using exceptional customer service, problem‑solving and negotiation skills, ensuring the best resolution for the customer while keeping the needs of the business in mind.

Profound knowledge is used to determine when to enforce or override standard procedures.

• Work‑Life Balance:
  Variety of schedules and work hours Monday – Saturday.
• Training & Development: A comprehensive, structured training program with ongoing education and advancement opportunities.
• Paid Time Off:
  Generous vacation accrual and paid time off policies.
• Holidays:
  Seven paid holidays per year plus two floating holidays.
• Compensation:
  Competitive compensation plan.
• Health Benefits:
  
  Visual Comfort pays the majority of employees medical, vision, and dental coverage, available from the first of the month following your start date.
• Insurance:
  Company‑provided life insurance and short‑term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

• Receive and promptly respond to customer queries.
• Document customer concerns and resolutions within each order worked.
• Take personal ownership and accountability for meeting customer needs, demonstrating empathy, enthusiasm, skill, and expertise. Consistently courteous with all customers and keeps all commitments.
• Maintain up‑to‑date product, sales, services, and company knowledge.
• Investigate customer problems and collaborate with multiple departments to find solutions and resolve issues.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
• Maintain reliable attendance.

• Ability to maneuver effortlessly through various communication channels (chat, email, social media) to provide the customer with prompt, courteous, and accurate information.
• Accurately respond to customer inquiries through instant messaging software.
• Utilize available resources to respond to customer inquiries.
• Fluent in English; proficient reading, writing, and speaking.
• Ability to type ≥50 WPM.
• Rigorous critical thinking skills.
• Organization skills.
• Self‑motivated and self‑starter.
• Work well under pressure in a fast‑paced environment.

Compensation: $24 per hour.

Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity or expression, genetic information, or any other legally protected status.