Customer Experience Associate

About The Black Tux

We’re here to help people look their best and feel confident—for big days and everyday. We design and manufacture modern formal wear with an incredible fit by sourcing natural fabrics like merino wool, breathable linen and cotton, plush velvet, and luxurious silk from the finest textile mills. With expert stylists in our physical showrooms across the US, our online predictive fit process, and an industry-leading customer service team, we guarantee a perfect fit every time.

What You'll Do

We are seeking an experienced Customer Experience Associate to join our awesome team of work-from-home, customer experience associates. The ideal candidate will have experience in customer support and retail sales, with experience in empathetic problem resolution. Ultimately, we are looking for a curious, service oriented individual with experience in sales and fulfillment. We care about our Customer’s Experience and expect a deep customer centricity to enhance our Customer Experience organization

What you'll do

• Understand and exhibit The Black Tux brand values, philosophy and culture through all interactions with customers and peers 
• Engage and educate customers on all things The Black Tux, through multiple contact channels, including: phone, chat and email, both inbound and outbound 
• Adhere to all performance expectations and key metrics including Customer Satisfaction and efficiency 
• Understand and identify opportunity through individual metrics and dashboards
• Lead with curiosity and focus on customer engagement and satisfaction
• DE-escalate customers concerns if there is a less than desirable experience 
• Escalate site issues and troubleshoot with customers 
• Have a growth mindset and willingness to continuously improve
• You embrace feedback and are able to try new approaches and execute against opportunities.
• Work constructively with peers and other functional areas throughout the organization, including training, operations, showrooms, and outsourced partners
• This position will report to the Customer Experience Team Leader 

Who you are

• Bring an engaging, inquisitive and spirited style
• Proven customer support experience (bonus if you have sales experience) 
• Ability to work remotely and have a dedicated workspace
• Ability to work in a fast paced work environment, maintaining focus key performance indicators 
• Ability to learn and understand individual performance metrics
• A commitment to building rapport with all The Black Tux customers and have a deep understanding of their needs 
• Ability to multitask and manage multiple technologies and software
• Strong organizational and time management skills
• Exceptional verbal and written communication skills 

Perk and Benefits of Working at The Black Tux

• Competitive medical, dental, vision, and disability plans
• Option to participate in a 401(k) plan through Betterment
• Work from home setup
• One Medical membership
• Carrot Family Planning membership
• Health Savings Account with Employer Contributions
• Weekly Lunch subsidy
• Wi-Fi Reimbursement
• Generous paid time off
• Paid time and a half for company-recognized holidays (i.e.Thanksgiving, Christmas Eve, Christmas Day, & New Year’s Day)
• 6 weeks paid parental leave; an additional 6-8 weeks disability leave for eligible birthing parents
• Employee engagement, cultural events, and trainings
• Free Rentals + discounts on garment purchases for you, your partner, and friends & family
• Team member discount on Marke jewelry products
• Regular compensation increases and review processes

Diversity, Equity, Inclusion and Belonging 

We believe our people are our most important asset. The Black Tux is committed to bringing people together from various backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together. We are an equal-opportunity employer to all. 

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