Customer Experience Representative

Company Description Briggs & Riley is an iconic American travelware brand known for high-performance, thoughtfully engineered luggage that supports effortless travel for discerning customers worldwide. As a family-owned company, Briggs & Riley emphasizes long-lasting products and long-term relationships, designing bags around real-world needs through a philosophy called “Reality Engineering.” The company is based in Hauppauge, New York, with international distribution through specialty luggage retailers, select department stores, and its e-commerce site. Team members are part of a culture that prioritizes customer happiness, product innovation, and reliable service. Joining Briggs & Riley means contributing to a brand that values quality, integrity, and the travel experience. Role Description The Customer Experience Representative is a full-time, on-site role based in Hauppauge, NY. This role is responsible for handling inbound customer inquiries via phone, email, and online channels, providing accurate information about products, orders, warranties, repairs, and services. The representative will troubleshoot issues, resolve complaints, and elevate complex cases appropriately while maintaining a professional, empathetic tone. Day‑to‑day tasks include documenting interactions in customer systems, coordinating with internal teams such as repairs, logistics, and sales, and following up to ensure timely resolution. The role also involves gathering customer feedback, identifying patterns in service issues, and suggesting improvements to enhance the overall customer journey and support Briggs & Riley’s high service standards. Qualifications Strong customer‑facing skills, including Customer Service and Customer Support, with experience resolving inquiries and issues efficiently. Ability to drive positive Customer Experience and Customer Satisfaction, demonstrating empathy, patience, and a solution‑focused mindset. Excellent communication skills, both verbal and written, with the ability to explain information clearly and professionally. Previous experience in a call center, retail, hospitality, or similar customer‑focused environment is preferred. Comfort using CRM or customer ticketing systems, basic Microsoft Office or similar tools, and learning new software quickly. Strong organizational skills, attention to detail, and the ability to manage multiple cases in a fast‑paced setting. High school diploma or equivalent required; additional education or training in customer service or related fields is a plus. Ability to work on‑site in Hauppauge, NY, with a reliable, consistent schedule and a collaborative, team‑oriented approach. #J-18808-Ljbffr