As a Customer Experience Representative, you’ll be the voice of our brand—supporting customers throughout their order journey while delivering thoughtful, personalized service. You’ll assist with order questions, shipping updates, product details, damages, and returns, and collaborate with internal teams to ensure a seamless experience from start to finish.

We’re known for exceptional service, and we’re looking for someone who takes pride in their work, pays attention to the details, and enjoys helping customers feel valued and supported.

Position Summary:

This role is ideal for someone who enjoys working with people, communicating clearly, and representing a premium brand with professionalism and warmth. You’ll support customers across phone, chat, and email while helping create a consistently elevated and positive experience.

What You’ll Do: 

• Support Customers Across Channels
   Respond to customer inquiries via phone, chat, and email with professionalism, empathy, and efficiency.
• Manage Orders with Accuracy
   Assist with placing, tracking, modifying, and canceling orders while providing clear updates on shipping and delivery.
• Resolve Issues Thoughtfully
   Address concerns, questions, and escalations calmly and confidently, partnering with internal teams when needed.
• Build Product Expertise
   Learn our products inside and out to confidently guide customers and suggest complementary items when appropriate.
• Document & Personalize
   Accurately log customer interactions and preferences in our CRM to support personalized service and long-term loyalty.
• Represent the Brand
   Communicate with a tone that reflects our brand’s quality, professionalism, and attention to detail in every interaction.
• Support the Team
  Assist in other duties and projects as needed.

What We’re Looking For: 

• Experience in customer service (retail, hospitality, luxury, or call center experience is a plus—but not required).
• Strong communication skills, both written and verbal.
• Comfort working across phone, chat, and email.
• Attention to detail and pride in delivering accurate, high-quality work.
• Problem-solving skills and the ability to stay composed in fast-paced situations.
• Willingness to learn product details and systems quickly.
• Ability to manage multiple tasks and work collaboratively with a team.
• Flexibility to support business needs during peak times.

Why You’ll Love Working Here:

• Join a respected brand that values quality, service, and teamwork.
• Work in a supportive, collaborative, in-office environment.
• Grow your skills in customer experience, communication, and product knowledge.
• Help create memorable experiences for customers who truly value great service.

About Lumens:

As North America’s premier destination for design aficionados, architects, interior designers, and contract professionals, Lumens offers a discerning edit of modern lighting, furniture, and décor. Sourcing more than 400 of the most exceptional international design brands, our curated product assortment features iconic European collections as well as niche artisan creations. Our team includes certified interior designers and ALA-certified product specialists, and we’re looking for fellow design enthusiasts to join our team. 

Since June 2021, Lumens has been part of Flos B&B Italia Group, a leading global high-end design group operating a portfolio of legacy brands in the world of luxury furnishings and lighting. Driven by a purpose of “We design for a beautiful life,” the Group includes some of the most distinctive European cultural heritage products and designs for the planet, people, and culture. The Group includes FLOS, B&B Italia, Louis Poulsen, Maxalto, Arclinea, Azucena, FENDI Casa, Audo Copenhagen, and Lumens. 

Commitments: 

People are at the heart of our business. We strive for an empowering and positive culture and working environment for our people. Therefore, creating a strong, diverse and inclusive team is essential for Lumens. For us, your expertise and motivation matter most. 

Location: Sacramento, CA – This is an in office role

Compensation: $20/hr.

Benefits: access to health benefits + 401k + 3 weeks annual paid time off