ABOUT EXPAND FURNITURE

Expand Furniture is a leading provider of innovative home furnishings. We are passionate about helping people live more comfortably and efficiently in their spaces, large or small. Our furniture is thoughtfully designed to be multifunctional and aesthetically pleasing, bringing clever design and enhanced utility to any home. We are a dynamic, growing team looking for a new member who shares our passion for smart design and exceptional service.

QUALIFICATIONS:

• A university degree is preferred.
• Minimum of 1-2 years of experience in a role with direct customer interaction (e.g., sales, retail, customer service, hospitality).
• Experience in a sales or e-commerce environment is a strong asset.
• 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 people find solutions.

THE ROLE

We are seeking a versatile and customer-focused Sales & Customer Experience Specialist to join our collaborative team. This is a dynamic role where you will guide customers through their entire journey with Expand Furniture—from their first question about a product to post-purchase support and problem resolution. You will be a key voice of our brand, helping customers find the perfect furniture solutions and ensuring they have a positive, seamless experience.
This role is a launchpad for growth. We believe in applying our team members’ unique talents where they can make the biggest impact. Whether your strengths lie in sales strategy, content creation, or operational logistics, we are committed to finding opportunities for you to develop your career within Expand Furniture.

KEY RESPONSIBILITIES:

• Drive Sales: Guide potential customers through their purchasing journey via phone, email, chat, and video calls. Answer product questions, provide expert recommendations, and help them make confident buying decisions.
• Provide Expert Support: Serve as a knowledgeable and friendly point of contact for all customer inquiries, including order status, shipping, and providing expert guidance on product assembly and installation.
• Manage Escalations: Work collaboratively with the customer experience team to manage and resolve complex issues, such as shipping damages or warranty claims, ensuring customer satisfaction.
• Engage with Video: Confidently use live video chats to showcase products to potential buyers or to guide customers through assembly steps and troubleshoot mechanical issues.
• Process Orders: Accurately and efficiently process sales orders and customer requests in our system.
• Improve the Experience: Identify trends in customer feedback across the entire lifecycle to help us improve our products, sales process, and support systems.