In-Home Delivery Experience Specialist

Lovesac Novi, MI
At Lovesac, were dreamers. Were united by our belief in a better tomorrow and our desire to make the world a better place. When you join the Lovesac team, youll work alongside an incredible group of passionate professionals who take pride in our company. Were committed to sustainability, positivity, and above all else, spreading the love.

At Lovesac, we believe you should be free to live the life you love. As an In-Home Delivery Experience Specialist, you are responsible for maximizing the post purchase customer experience within the District as well as driving repeat business within your respective market. In addition to ensuring that each customer receives damage-free merchandise, you will cover and setup a customers purchase and may perform minor repairs and/or touch-ups of merchandise when necessary. You are responsible for resolving any delivery related issues on the spot, as well as suggesting new products to enhance the current setup in partnership with management.

Key Job Responsibilities:

* Is responsible to meet or exceed all goals and key performance indicators (KPIs)

* Utilizes delivery reporting and tracking information to contact customers and schedule premium in-home services that best fits their schedule

* Tracks down order issues and identifies creative solutions to resolve them

* Updates all Lovesac systems with any and all order changes that may arise

* Proactively monitors orders to ensure that late orders and orders with issues are processed and resolved as quickly as possible

* Supports our sales teams to ensure our customers know they can count on us to meet their customer service needs

* Provides direct input on existing user tools and makes recommendations for improvements based on everyday experience

* Provides all customers with a Sactionals covering tutorial and demonstrates re-arrangeable aspect of product with each setup whenever customer is present

* Supports and maintains customer satisfaction with professional home setup of merchandise

* Resolves all delivery related issues with customers in their homes and notifies a member of management of any potential customer issues in a timely fashion

* Is responsible for the timely reporting of accurate paperwork; understands paperwork used in delivery and return processes, I.E., customer orders, incident reports setup logs and delivery reports

* Covers and assembles Lovesac furniture

* Removal of small quantities of packaging debris from the customers home may be required

* Minimizes damage to merchandise and home during setup process

* Performs minor repair, touch-up and assembly of merchandise as needed at time of delivery

* Assists in the training of other In-Home Setup Specialists and assists management with other projects or tasks as needed

* Maintains a calm demeanor and manages issues professionally and according to our company standards

* Acts with integrity and trust at all times, modeling behavior that respects our employees, peers and customers in accordance with the core values of our company

Requirements & Qualifications:

An external candidate should have a high school diploma or equivalent and at least 1+ years of retail experience in a customer facing setting. An internal candidate should have a high school diploma and 1-3 years of related experience in a customer facing setting. Experience in Logistics, Transportation and/or Customer Service is preferred.

An In-Home Delivery Experience Specialist is self-motivated and loves to sell. You are great at listening and are able to determine the correct needs of the customer. A Specialist has strong attention to detail and is organized, ensuring proactive and timely follow up with customers. You are flexible to the changing needs of the business and always act with the customer in mind. A Specialist establishes and maintains professional and collaborative relationships with peers, managers and customers. You respect customers and comply at all times with the standards, procedures and policies contained in the Lovesac Employee Handbook.

An In-Home Setup Specialist must:

* Be capable of using and operating all store equipment as required including but not limited to: iPad, laptop, POS systems, etc.;

* Be proficient in Microsoft Office, POS systems, and have excellent and clear communication skills;

* Be able to move furniture (including medium to large furniture items up to 100 pounds) from a lower to a higher position or horizontally from position-to-position;

* Be able to perform furniture demonstrations and cover tutorials repeatedly throughout the day;

* Be able to assemble and cover furniture repeatedly throughout the day;

* Have a valid drivers license with no more than 1 moving violation and no at-fault accidents within the most recent 3-year period; or the ability to travel to and from a customers home using service providers such as Uber or Lyft and be willing to submit expenses for reimbursement;

* Obtain and maintain the maximum state liability car insurance and be able to provide proof of such coverage upon request; or the ability to travel to and from a customers home using service providers such as Uber or Lyft and be willing to submit expenses for reimbursement;

* Submit to a full background check and pass per our background check policy;

* Have the ability to use maps to find specific street addresses and to navigate from one delivery location to the next;

* Have an outgoing personality and interact with customers, peers and employees in a positive, professional, and respectful manner at all times.

* Remember that you are a guest in customer homes and that you must respect customer security and privacy at all times; and

* The ability and requirement that you accurately record daily work time and meal breaks and that you begin and end your work day, and take meal breaks, as scheduled.

A Specialist is required to travel, as required by the Company in its sole discretion, to customers homes, out of town meetings in accordance with company policies potentially using various forms of transportation. A valid drivers license is required.

Unless otherwise provided by law or unless excused as a result of a reasonable accommodation, morning, evening, weekend and holiday work are required due to the fact that our stores, including our website, are open seven days a week.