Job Description

About Expand Furniture

Expand Furniture is a leading provider of innovative home furnishings. We are passionate about helping people live more comfortably and efficiently in their spaces, large or small. Our furniture is thoughtfully designed to be multifunctional and aesthetically pleasing, bringing clever design and enhanced utility to any home. We are a dynamic, growing team looking for a new member who shares our passion for smart design and exceptional service.

The Role

We are seeking a versatile and customer-focused

Sales & Customer Experience Specialist

to join our collaborative team. This is a dynamic role where you will guide customers through their entire journey with Expand Furniture--from their first question about a product to post-purchase support and problem resolution. You will be a key voice of our brand, helping customers find the perfect furniture solutions and ensuring they have a positive, seamless experience.
This role is a launchpad for growth. We believe in applying our team members' unique talents where they can make the biggest impact. Whether your strengths lie in sales strategy, content creation, or operational logistics, we are committed to finding opportunities for you to develop your career within Expand Furniture.

Key Responsibilities:

Drive Sales:

Guide potential customers through their purchasing journey via phone, email, chat, and video calls. Answer product questions, provide expert recommendations, and help them make confident buying decisions.

Provide Expert Support:

Serve as a knowledgeable and friendly point of contact for all customer inquiries, including order status, shipping, and providing expert guidance on product assembly and installation.

Manage Escalations:

Work collaboratively with the customer experience team to manage and resolve complex issues, such as shipping damages or warranty claims, ensuring customer satisfaction.

Engage with Video:

Confidently use live video chats to showcase products to potential buyers or to guide customers through assembly steps and troubleshoot mechanical issues.

Process Orders:

Accurately and efficiently process sales orders and customer requests in our system.

Improve the Experience:

Identify trends in customer feedback across the entire lifecycle to help us improve our products, sales process, and support systems.

Who You Are:

Service-Oriented:

You believe that great service is the foundation for both sales and customer loyalty. You are passionate about creating positive experiences.

Mechanically Minded:

You have a natural knack for understanding how things work. You can easily visualize and explain assembly steps to help customers succeed.

A Natural Problem-Solver:

You enjoy untangling complex issues and finding logical, effective solutions. You remain cool, calm, and collected under pressure.

Confident Communicator:

You are articulate, professional, and persuasive, whether you are closing a sale, explaining a product feature, or resolving a complaint.

Comfortable on Camera:

You are personable and engaging in video communications and see it as a powerful tool for connection.

A True Team Player:

You thrive in a collaborative environment and are always willing to support your colleagues.

Qualifications:

A university degree is preferred. Minimum of 1-2 years of experience in a role with direct customer interaction (e.g., sales, retail, customer service, hospitality). Experience in a sales or e-commerce environment is a strong asset. Must be able to work in a hybrid model, including a few days per week at our

Vancouver

office. A positive attitude and a passion for helping people find solutions.

What We Offer:

A competitive salary of $40,000 - $50,000 CAD per year. A supportive, collaborative team environment where your ideas are valued. Clear pathways for career advancement and professional development based on your skills and interests. A hybrid work model offering flexibility. Opportunities to contribute to other departments like marketing or operations. A generous employee discount on our amazing furniture!

How to Apply:

If you are a versatile and driven individual ready to grow your career with a dynamic company, we would love to hear from you!

Please submit your resume with a link to a short video

(via google drive, or unlisted youtube etc) of you telling us about a customer interaction you enjoyed at a past job as well as an example of a problem you solved for someone.

Job Type: Full-time

Pay: $40,000.00-$50,000.00 per year

Benefits:

Flexible schedule Store discount Work from home
Application question(s):

Are you comfortable with video chats with customers? Please see our request at the bottom of the application.
Location:

Vancouver, BC V5T 4T1 (required)
Work Location: In person