Customer Experience Associate

Job Description

Customer Experience Associate

Remote

Customer Care

Full-Time

The Black Tux is revolutionizing formal wear, enabling people to look their best on important days. We design and produce modern rental suits and tuxedos that fit well, made of 100% wool, available online with free delivery.

We are looking for a seasoned Customer Experience Associate to join our remote team. The ideal candidate should have a background in customer support and retail sales, with a knack for empathetic problem-solving. We seek a curious, service-oriented individual with experience in problem resolution, sales, and fulfillment. Our focus is on delivering an exceptional customer experience, and we expect deep customer-centricity from our team members.

What You’ll Do:

  • Represent The Black Tux brand values, philosophy, and culture in all customer and peer interactions.
  • Engage and educate customers via phone, chat, and email, handling both inbound and outbound communications.
  • Meet performance expectations and key metrics, including Customer Satisfaction and efficiency.
  • Utilize individual metrics and dashboards to identify opportunities for improvement.
  • Lead with curiosity, focusing on customer engagement and satisfaction.
  • De-escalate customer concerns and troubleshoot site issues.
  • Embrace a growth mindset, continually seeking to improve.
  • Accept feedback and try new approaches to enhance performance.
  • Collaborate constructively with peers and other functional areas, including training, operations, showrooms, and outsourced partners.
  • Report to the Customer Experience Team Leader.

Who You Are:

  • Engaging, inquisitive, and spirited, with 1+ years of proven customer support experience (sales experience is a plus).
  • Capable of working remotely with a dedicated workspace.
  • Able to thrive in a fast-paced environment, maintaining focus on key performance indicators/metrics.
  • Flexible to work overtime during peak season (April – October).
  • Committed to building rapport with customers and understanding their needs.
  • Skilled at multitasking and managing various technologies and software.
  • Strong organizational and time management skills.
  • Exceptional verbal and written communication skills.
  • Punctual and reliable, actively engaging with the internal team via web cameras.

Perks and Benefits of Working at The Black Tux:

  • Equal pay based on market compensation data.
  • 401(k) plan through Betterment.
  • Stock options for full-time employees, providing a stake in the company.
  • Competitive health, dental, and vision plans, covering 100% of employee coverage and 50% of dependents.
  • Paid time off.
  • Paid maternity and paternity leave.
  • Monthly employee events.
  • Free rentals and discounts on garment purchases for you, your partner, and friends & family.

Compensation:

$16 – $17 per hour

We are an equal opportunity employer, hiring applicants of all backgrounds, orientations, expressions, and identities. Our people are our most important asset, and our benefits, perks, pay, and culture reflect this in every decision we make. To learn more about us, check out our Culture Book.