ABOUT EXPAND FURNITURE

Expand Furniture is a leading provider of innovative, space-saving furniture designed for modern living. We are passionate about helping people live larger in smaller spaces. Our commitment to quality products is matched only by our dedication to providing an exceptional customer experience. We are a growing team looking for a new member who shares our passion for creative solutions and customer satisfaction.

QUALIFICATIONS:

• Minimum of 1-2 years of experience in a customer service, support, or client-facing role.
• Proven experience handling customer complaints or escalations is a strong asset.
• Excellent verbal and written communication skills.
• Must be able to work in a hybrid model, including a few days per week at our Vancouver office.
• A positive attitude and a passion for helping others.

THE ROLE

We are seeking a dedicated and empathetic Customer Service & Escalations Specialist to join our team. This role is perfect for a natural problem-solver who thrives on turning challenging situations into positive outcomes. You will be the go-to person for complex customer inquiries, handling escalations with a calm, patient, and professional demeanor. Your primary goal will be to ensure every customer feels heard, understood, and valued, ultimately strengthening their trust in our brand.
This is a hybrid position, requiring you to work from our Vancouver office a few days per week, with the flexibility to work remotely on other days.

KEY RESPONSIBILITIES:

• Serve as one the primary points of contact for escalated customer inquiries via phone, email, and chat.
• Patiently listen to and understand customer issues, which may involve shipping damages, product assembly challenges, warranty claims, or other complex situations.
• Investigate problems by collaborating with our logistics, warehouse, and sales teams to gather all necessary information.
• Develop and propose effective, fair, and timely resolutions that align with company policy while prioritizing customer satisfaction.
• Clearly communicate solutions and next steps to customers, ensuring they are kept informed throughout the resolution process.
• Maintain detailed and accurate records of all customer interactions and escalations in our CRM system.
• Identify trends in customer feedback and escalations to help us improve our products, processes, and overall customer experience.
• Answer general customer service phone calls and emails as needed to support the broader team.