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

Learn more about this Employer on their Career Site