Digital Experience Representative

Visual Comfort • Houston, TX

2d • Onsite

About The Position

The Digital Experience Representative works in the Customer Experience department and reports directly to the Digital Experience Supervisor. The role assists customers with general order questions, product information, website navigation and troubleshooting, and order troubleshooting. The representative builds and maintains customer relationships and guides customers through online shopping via chat, often assisting multiple customers simultaneously.

The representative handles difficult customers and situations as needed, using customer service, problem-solving, and negotiation skills to find appropriate resolutions while considering business needs. The role requires sound judgment in deciding when to follow or override standard procedures. Success includes promptly responding to customer inquiries, documenting concerns and resolutions, taking ownership of customer needs, maintaining current product and company knowledge, and collaborating across departments to resolve issues. Reliable attendance, teamwork, and adherence to company values and the agreed-upon schedule are expected. The position is onsite.

The stated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Compensation is $24 per hour.

Requirements

• High school diploma or equivalent.
• 1–2 years of customer service experience; contact center operations experience is preferred.
• Fluency in English, including reading, writing, and speaking.
• Ability to type at least 50 words per minute.
• Ability to use digital communication channels, including chat, email, and social media, and provide prompt, courteous, and accurate information.
• Ability to respond accurately to customer inquiries using instant messaging software and available resources.
• Strong critical-thinking skills.
• Strong organizational and time-management skills and attention to detail.
• Self-motivated and able to work independently.
• Ability to work under pressure in a fast-paced environment.
• Ability to prioritize and manage multiple tasks and changing priorities.
• Ability to achieve results independently and through teamwork and cooperation.
• Exceptional communication skills across email, chat, and phone.

Nice To Haves

• Additional experience in customer sales, customer service, or digital communications.
• Chat agent experience.
• Call center or telesales experience.

Responsibilities

• Respond promptly to customer queries about orders, products, the website, and order issues.
• Guide customers through online shopping and help them navigate the Visual Comfort website through chat.
• Assist multiple customers simultaneously across digital communication channels.
• Document customer concerns and resolutions within each order worked.
• Take ownership of customer needs and provide courteous, accurate service while keeping customer commitments.
• Maintain up-to-date knowledge of products, sales, services, and the company.
• Investigate customer problems and collaborate with multiple departments to resolve them.
• Handle difficult customers and situations using customer service, problem-solving, and negotiation skills while considering business needs.
• Use judgment to determine when to enforce or override standard procedures.
• Work effectively with colleagues and teams to accomplish goals and resolve problems.
• Demonstrate company values and maintain reliable attendance, punctuality, and adherence to the agreed-upon schedule.

Benefits

• Comprehensive structured training, ongoing education, and career advancement opportunities.
• Vacation accrual and paid time off.
• Seven paid holidays per year and two floating holidays.
• Competitive compensation plan.
• Company covers the majority of employee medical premiums.
• Vision and dental coverage available starting the first of the month following the start date.
• Company-provided life insurance and short-term disability coverage.
• 401(k) plan with company matching up to 4%, available beginning the first of the month following the hire date.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED