Ernesta Hiring for Customer Care Associate at United States Full Time

About Ernesta:

Ernesta is on a mission to bring gorgeous, design-focused custom rugs to homes and places of gathering through an enjoyable, frictionless, and affordable experience. At the same price as a store-bought standard-sized rug, a custom-cut rug from Ernesta will not only be a better fit, but also a better buying experience. We believe that high-quality custom design shouldn’t be out of reach for consumers and aim to address this need in the multi-billion dollar global rug industry.

Driven by our collective mission, our team is hungry, hardworking, and highly ambitious. We’re problem solvers, innovators, design enthusiasts, and executors. We are relentlessly focused on creating and delivering beautiful and delightfully simple solutions and experiences for our customers. Together, we are excited and humbled by the opportunity to expand the market for custom rugs and allow more people to live in elevated design settings. Put simply, we believe more soft surfaces mean happier homes.

About the Role:

Ernesta is looking for a Customer Care Associate to join the foundational Customer Experience and Inside Sales team. In this role, you will be a key hire to help build the industry defining enjoyable and frictionless rug buying experience. This is an opportunity to join a small but visionary team – a high impact role pioneering a new age of customer experience. As a Customer Care Associate, you will be a customer champion – delighting customers and assisting with inquiries, concerns, and matters related to orders, delivery, and more. In each interaction, you will take pride in building strong relationships with customers and ensuring their happiness and loyalty at every touchpoint.

This role is primarily remote but may be expected to travel periodically to our NYC headquarters or other designated location for training, team offsites, and team gatherings. To best support our customers, applicants should have access to a work-friendly environment with high-quality Wi-Fi connectivity.

What You’ll Do:

• Set the industry standard for customer experience
• Provide customers a high quality and personalized experience through multiple channels – chat, text, email, video, phone
• Provide a fantastic experience to our customers by responding to inquiries and resolving order-related matters such as order tracking, product inquiries, delivery logistics, and more
• Surprise and delight customers – exceed their expectations – create memorable experiences
• Represent the voice of the consumer in internal cross functional meetings
• Establish feedback loops to improve internal processes

Qualifications Include:

• 2+ years of experience in a consumer-facing role
• Delights in communicating and building trust with customers
• Self motivated, curious, empathetic, and great at listening
• Ability to work flexible hours, including weekends, when necessary
• Solutions oriented with sound judgment, business sense, and high integrity. Willingness to provide creative solutions and wear many hats
• High level of proficiency working online across multiple software tools, Zoom, Google suit, etc.
• Great time management and organizational skills with high level of accountability
• Ability to establish and improve processes. Excited to establish and build feedback loops within the organization and across business units

Nice to Have:

• Experience in a customer service role in a direct-to-consumer environment
• Passionate about interior design and home décor

Ernesta is committed to inclusion. We are an equal opportunity employer and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The anticipated starting base pay for this role is between $20.00/hr to $28.00/hr. This range represents the low and high end of the anticipated pay range for this role. The actual base pay is dependent upon many factors, such as: experience, education, and skills. This role may also be eligible for additional employment benefits, such as health, dental, and vision insurance, and more.