Customer Experience Representative
1 day ago
Hauppauge
Job Description Customer Experience Representative Hybrid Office Environment – Hauppauge, NY Office Who We Are United States Luggage Company is a 3rd generation, family-owned business, that owns and the industry leading brand, Briggs & Riley. At Briggs & Riley, we don’t just make luggage — we craft lifelong travel companions. Known for our iconic designs and our true lifetime guarantee, we set the industry standard for premium travel products. Now we’re looking for a Customer Experience Representative to be the voice of Briggs & Riley and deliver the exceptional service our travelers deserve. What We Offer At US Luggage, you can forge a career path that is based on you, your strengths, and ambitions. We thrive on innovation, creativity and most of all, family values. The average tenure of our team members is 10+ years, and as a 5-time winner of Top Workplaces on Long Island, our secret sauce is our culture and our core values. For our employees, it’s not just a job, it’s about making a significant contribution to the performance of our company. We are always looking to add talented individuals to our team who are curious, self-motivated and want to help us change the future of travel. Are you ready to begin your journey with us? What to Expect We are looking for a creative, detailed and passionate individual to join our world-renowned culture as a Customer Experience Representative. As a Customer Experience Representative, you’ll be the voice of Briggs & Riley, helping travelers worldwide with the service and support that reflect our premium brand. Your day-to-day may include: • Being the first point of contact for customers (primarily via phone, occasionally by email)., • Handling a high volume of inquiries during peak travel seasons., • Assisting with product questions, returns, and our iconic lifetime guarantee., • Referring customers to local repair facilities or directing them to our website/retailers., • Processing orders, tracking repairs, and resolving issues with accuracy and empathy., • Partnering with warehouses, retailers, and repair centers to ensure seamless solutions., • Reviewing and resolving backorders and open order reports., • You are highly organized and passionate about providing an exceptional customer experience, • You are a curious problem solver who loves to find solutions, • You have exceptional communication skills and like interacting with diverse teams, • You have a strong understanding of accountability by taking ownership of your actions and choices, • You’re open to new ideas, love a challenge, and realize that we all bring different strengths to the table, • 3+ years of telephone-based customer service experience, ideally with consumer good, • Passionate about helping people, with empathy, patience, and strong problem-solving skills, • Highly organized, detail-oriented, and able to manage multiple priorities with ease and sense of urgency, • Strong communication skills— especially over the phone, but also with polished written skills, • Previous experience working with or knowledge of luggage, handbags or similar travel products is a plus, • Previous experience working with parts and components is a plus, • Customer centric approach with the ability to adapt/respond to different types of customers, • Possess the ability to find creative solutions for customer issues, • Competitive salary plus bonus incentive, • Generous PTO, • 9 Paid Holidays, • Competitive health plan, including medical, dental, and vision, • Ancillary benefits including paid Short Term Disability and Life Insurance, • Voluntary Long Term Disability & Identity Insurance, • Flexible Spending Accounts, • 401K with company match, • Profit Sharing Plan, • Hybrid Work Schedule in Hauppauge Office, • Learning and development opportunities, • Fun team building events, • Employee Discounts, • $5,000 Employee Referral Bonus, • Scholarship Program for Employee’s children, • Family, • Keep your Commitments, • Whatever It Takes, • Respect & Dignity, • Smart & Steady, • Do the Right Thing, • Passion, Pride & Loyalty As a US Luggage team member, you will be part of our community efforts that are committed to giving back to the communities where we live, work and travel. We have a Spirit Committee focused on helping us to give back in such programs as: • Make a Wish Foundation, • Juvenile Diabetes Research Foundation, • Comfort Cases, • RewearAble Program with ACLD