Customer Experience Support Representative

The Customer Experience Representative position is a people-first position. The representative will create lifelong fans of Vari by addressing customer inquiry calls and emails concerning shipping and tracking, order documents, merchandise returns/replacements, warranty claims and product troubleshooting, all while treating fans and teammates with the utmost respect.

WHO YOU ARE

You:

• Raise the bar by taking the initiative to achieve results and make excellence your goal.
• Create lifelong fans by making customer experience your top priority.
• Are authentic and say what you mean, share how you feel, and are your true self.
• Are a team player and foster a sense of community by recognizing and valuing the unique contributions of our team.
• Believe it’s possible and look at challenges optimistically – seeing opportunities to bring solutions to the table.
• Embrace change and recognize the industry and the company is evolving.

WHAT YOU’LL DO

• Answer inbound calls and online support emails for existing and potential customers in a professional and efficient manner.
• Maintain excellent company process knowledge and strong skills in communicating product technical specifications, operation, and assembly.
• Provide follow-up responses to customers, taking ownership from beginning to end for an exceptional customer experience.
• Identify, anticipate, and address customer needs with clarity and efficiency.
• Make sound decisions that benefit the fan even in the absence of complete information.
• Understand how the individual performance affects the team’s performance and the fan’s experience.
• Partner with CX Sales team by transferring calls or emails with revenue potential and receiving transfers where CXR intervention is needed.
• Embrace challenges and learn from regular feedback mechanisms.
• Learn quickly when facing new situations, training updates and processes, enjoying challenges.
• All other duties as assigned.

HOW YOU’LL GET THERE

• College degree preferred or equivalent work experience.
• 2-3 years’ experience in customer support, contact center environment as a senior representative.
• Customer obsessed with track record for going above and beyond for the customer.
• Ability to lead in a fast-paced environment subject to rapid change and ambiguity.
• Relevant start-up, customer care experience.
• Strong communication skills both oral (speaking, listening, interpretation) and written.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Ability to be a quick problem solver.

COMPANY DESCRIPTION

We started by developing the world’s leading sit-stand desk converter to help a coworker with back pain, but now we’re so much more than a desk. We are flexible workspace solutions made simple and installed fast.

From a collection of office furniture to workspaces offering space-as-a-service, we provide everything high-growth businesses need to unlock the potential of their workforce. Today, we have over 3 million fans worldwide. We’ve shipped products to more than 120 countries, and our solutions are in 98% of Fortune 500 companies.

We promote a company culture that encourages diversity, creativity, innovation, and inclusion. Vari has become one of the most innovative, forward-thinking companies in the world. We’re growing quickly, so our company is fast-paced and exciting, but also friendly and supportive. Our employee benefits package includes medical, dental, and 401k, but also profit sharing, education reimbursement, and wellness perks, like an onsite gym.

WHY Vari?

We’re award winners:

• Work at a “Best Place to Work” – FORTUNE Magazine
• Grow with the “National Entrepreneur of the Year” – EY
• Be part of the “Fastest Growing Company in DFW” – SMU
• Learn from award-winning leadership – Most Admired CEO (Dallas Business Journal), CMO of the Year (American Marketing Association), Outstanding CFO – Large Private Company (DCEO)

We want you to be happier and healthier:

• Your own Active Workspace
• On-site gym with Peloton cycles and a spa-like locker room
• Group fitness classes – from bootcamps to yoga
• Meditation and chair massage pods
• Subsidized healthy food from Fresh Café
• Outstanding overall total rewards package
• Wellness program and insurance premium discounts
• Nicotine-free facility

We value our employees:

• Community Team that cares
• Enhanced paternity / maternity programs
• 401k and profit-sharing plan
• Paid personal time off
• Paid volunteer time off
• Team building events on and off site
• Mentoring and career development
• Gourmet coffee bar
• Education reimbursement
• Short-term and long-term disability premiums covered at 100% by Vari

**Vari provides equal employment opportunities to applicants and employees without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.