Customer Experience Representative

Job Description

Job Description

Customer Experience Representative

Full Time - Hauppauge, NY Office

Hybrid Schedule (Tuesday, Wednesday, Thursday in Office, Monday/Friday Remote)

What to Expect

We are looking for a creative, detailed and passionate individual to join our world-renowned culture as a Customer Experience Representative. At Briggs & Riley, we don't just make luggage—we create lifelong travel companions. As a Customer Experience Representative, you'll serve as a trusted point of contact for our customers throughout their journey with our brand, delivering the exceptional service and personalized support that define the Briggs & Riley experience.

Whether helping a customer select the right product, answering questions about an order, coordinating repairs, or guiding them through our industry-leading lifetime guarantee, you'll play an important role in building lasting relationships and reinforcing the trust that has made Briggs & Riley a leader in the premium travel space.

As a key representative of our brand, you'll ensure every interaction reflects the quality, care, and commitment to excellence that our customers have come to expect.

Your day-to-day may include:

• Being the first point of contact for customers (primarily via phone, occasionally by email).
• Handling a high volume of inquiries during peak travel seasons.
• Assisting with product questions, returns, and our iconic lifetime guarantee.
• Referring customers to local repair facilities or directing them to our website/retailers.
• Processing orders, tracking repairs, and resolving issues with accuracy and empathy.
• Partnering with warehouses, retailers, and repair centers to ensure seamless solutions.
• Reviewing and resolving back orders and open order reports.
• Meeting daily communication KPIs while ensuring every interaction reflects our premium service standards.

Who We Are

United States Luggage Company is a third-generation, family-owned business and the proud owner of Briggs & Riley, the #1 luggage brand. Known for iconic design, premium travel products, and our true lifetime guarantee, Briggs & Riley is trusted by travelers worldwide.

At US Luggage, we offer more than a job—we offer the opportunity to build a meaningful career in a culture rooted in innovation, creativity, and family values. With an average employee tenure of 10+ years and recognition as a 5-time Top Workplace on Long Island, we are proud of the people and values that drive our success.

Are you ready to begin your journey with us?

Who You Are

• You are highly organized and passionate about providing exceptional customer experiences with empathy, patience, and strong problem-solving skills
• You are curious and love to find solutions
• You have outstanding communication skills and enjoy interacting with diverse teams

What You’ll Bring

• A 2-year degree is preferred but not required
• 3+ years of telephone-based customer service experience, preferably supporting consumer products
• Exceptional organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment while maintaining a strong sense of urgency
• Excellent verbal and written communication skills, with the ability to deliver a professional and positive customer experience
• Proficiency with business applications and customer service platforms, including AS400, Zendesk, Microsoft Excel, Outlook, and other web-based tools
• A customer-focused mindset, with the ability to adapt to a variety of customer needs and communication styles
• Strong problem-solving skills and the ability to identify creative, effective solutions to customer concerns
• Experience or knowledge of luggage, handbags, travel products, or related consumer goods is a plus
• Experience working with product parts, components, repairs, or warranty-related support is a plus

Why Join Us?

• • Competitive salary plus bonus incentive
  • Generous PTO
  • Paid Holidays  
  • Medical, dental, and vision coverage
  • Additional benefits including paid Short Term Disability and Life Insurance
  • Voluntary Long Term Disability & Identity Insurance available
  • Flexible Spending Accounts
  • 401K with company match
  • Profit Sharing Plan
  • Hybrid Work Schedule in Hauppauge Office (Mondays and Fridays REMOTE!)
  • Learning and development opportunities  
  • Fun team building events
  • Employee Discounts
  • $5,000 Employee Referral Bonus
  • College Scholarship Program for Employee’s children
  • A knowledgeable, high-achieving, experienced team  

Our Core Values

• • Family
  • Keep your Commitments
  • Whatever It Takes
  • Respect & Dignity
  • Smart & Steady
  • Do the Right Thing
  • Passion, Pride & Loyalty
  • Humility