Customer Experience Representative

United States Luggage•Hauppauge, NY

11h•Hybrid

About The Position

We are looking for a creative, detailed and passionate individual to join our world-renowned culture as a Customer Experience Representative. At Briggs & Riley, we don't just make luggage—we create lifelong travel companions. As a Customer Experience Representative, you'll serve as a trusted point of contact for our customers throughout their journey with our brand, delivering the exceptional service and personalized support that define the Briggs & Riley experience. Whether helping a customer select the right product, answering questions about an order, coordinating repairs, or guiding them through our industry-leading lifetime guarantee, you'll play an important role in building lasting relationships and reinforcing the trust that has made Briggs & Riley a leader in the premium travel space. As a key representative of our brand, you'll ensure every interaction reflects the quality, care, and commitment to excellence that our customers have come to expect.

Requirements

3+ years of telephone-based customer service experience, preferably supporting consumer products
Exceptional organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment while maintaining a strong sense of urgency
Excellent verbal and written communication skills, with the ability to deliver a professional and positive customer experience
Proficiency with business applications and customer service platforms, including AS400, Zendesk, Microsoft Excel, Outlook, and other web-based tools
A customer-focused mindset, with the ability to adapt to a variety of customer needs and communication styles
Strong problem-solving skills and the ability to identify creative, effective solutions to customer concerns

Nice To Haves

A 2-year degree is preferred but not required
Experience or knowledge of luggage, handbags, travel products, or related consumer goods is a plus
Experience working with product parts, components, repairs, or warranty-related support is a plus

Responsibilities

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 back orders and open order reports.
Meeting daily communication KPIs while ensuring every interaction reflects our premium service standards.