Customer Experience Representative
Confirmed on the employer's own hiring board on Oct 24, 2026. First seen by Alion on Jun 16, 2026. Briggs and Riley scores B on the Alion truth index.
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