Customer Experience Associate


Roomie makes, rents, and sells furniture to current college students and graduating seniors. Roomie launched at 14 schools in the fall of 2019 and is on track to be renting at between 30 and 50 by the fall of 2020. Then, when our renters graduate, we sell them and their friends a brand new version of the bed they loved in college. By being more focused on who we sell to and when, we sell traditionally luxury products for half the price of other online retailers.


Roomie is looking for an enthusiastic, positive Customer Experience Associate to be the face and voice of the company, representing Roomie across all contact media (emails, chats, phone calls). The Associate acts as a Customer Advocate and a Brand Ambassador. They are responsible for taking care of the customer’s inquiries and concerns, while advocating for Roomie in every interaction.

Day to Day Responsibilities

    • Provide amazing service while bringing joy to the traditionally painful and annoying furniture shopping, delivery & assembly process

    • Manage large amounts of incoming emails, phone calls, and online chats

    • Meet first response metrics to ensure resolution in a timely manner

    • Clarify the customer's complaint, determine the cause of the problem, and determine the best course forward for customer satisfaction

    • Build sustainable relationships of trust through open and interactive communication

    • Provide accurate and complete information by using the right resources, methods and tools

    • Use scripts, templates, and guides to interact seamlessly with customers

    • Follow communication procedures, guidelines and policies

    • Interact warmly with customers and colleagues while maintaining professional language and tone

    • Maintain error-free records of customer interactions and product issues

    • Act as the company gatekeeper

    • Proactively suggest solutions to customer issues

    • Keep customers within the Roomie family by helping them to reconsider cancellation or returns

    • Provide information on current promotions

    • Maintain high productivity while preserving the quality of each interaction

    • Handle changes in processes and new challenge with ease and positivity

    • Provide feedback to management on how to improve processes -- we want you to have a voice

You in a Nutshell

    • Excellent communication and active listening skills

    • A desire to work with people, and high levels of empathy and positivity

    • Ability to adapt/respond to different types of customers, and maintain composure when dealing with difficult situations

    • A strong work ethic

    • Ability to multitask, prioritize and manage time effectively

    • Motivated to go the extra mile and exceed expectations

    • Bonus points for experience in a customer experience, sales or community development role (more bonus points for experience at a start-up!)

Other Details

This is a full-time position in our New York City office with the following work schedule:

Monday - Friday (in-office) : 12pm - 7pm

Saturday (remote): 1pm - 6pm

If you are interested in applying please fill out the form below

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