Digital Experience Representative

Visual Comfort & Co. • Houston, TX

3d • $24 - $24 • 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. It also focuses on creating, maintaining, and improving customer relationships through daily interactions.

The representative guides customers through online shopping via chat, helps them navigate the Visual Comfort website, and answers questions while assisting multiple customers simultaneously. When needed, the representative handles difficult customers or situations using customer service, problem-solving, and negotiation skills to find suitable resolutions while considering business needs. The role requires sound judgment about when to enforce or override standard procedures.

The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. The listed compensation is $24 per hour. The position is onsite, as indicated by the job posting’s #LI-Onsite tag.

Requirements

• 1–2 years of customer service experience; contact center operations experience is preferred.
• High school diploma or equivalent.
• Fluency in English, including reading, writing, and speaking.
• Ability to type at least 50 words per minute.
• Ability to use chat, email, and social media channels to provide prompt, courteous, and accurate information.
• Rigorous critical-thinking skills.
• Organizational skills and strong attention to detail.
• Self-motivated and able to work as a self-starter.
• Ability to work under pressure in a fast-paced environment.
• Ability to prioritize and handle multiple tasks and changing priorities.
• Exceptional organizational and time-management skills.
• Ability to achieve results independently and through others by fostering teamwork and cooperation.
• Exceptional communication across email, chat, and phone.
• Commitment to being present in the workplace to collaborate and communicate with coworkers and teams.
• Must be authorized to work in the United States; employment-based immigration sponsorship and assistance with other immigration sponsorship or benefits are not offered.

Nice To Haves

• Additional experience in customer sales, customer service, or digital communications.
• Chat agent experience.
• Call center or telesales experience.
• Customer service experience in a contact center operations environment.

Responsibilities

• Receive and promptly respond to customer queries.
• Document customer concerns and resolutions within each order worked.
• Take ownership and accountability for meeting customer needs, demonstrating empathy, enthusiasm, skill, and expertise; remain courteous and keep customer commitments.
• Maintain up-to-date knowledge of products, sales, services, and the company.
• Investigate customer problems and collaborate with multiple departments to find solutions and resolve issues.
• Demonstrate the company’s Core and Growth Values and adhere to established Visual Comfort Company Values.
• Maintain reliable attendance, dependability, punctuality, and adherence to the agreed-upon schedule.
• Work effectively with others to accomplish organizational goals and identify and resolve problems.
• Guide customers through online shopping via chat, assist with website navigation, and answer questions while handling multiple customers simultaneously.
• Use customer service, problem-solving, and negotiation skills to resolve difficult customer situations while considering business needs.
• Use judgment to determine when to enforce or override standard procedures.
• Respond to customer inquiries through instant messaging software and use available resources to provide accurate information across digital communication channels.

Benefits

• Structured training and ongoing education, with opportunities for career advancement.
• Vacation accrual and paid time off.
• Seven paid holidays per year plus two floating holidays.
• Competitive compensation plan; the listed compensation range is $24 per hour.
• The 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 hire.

What This Job Offers

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