{"id":1994012,"url":"https://alion.io/job/briggs-and-riley-customer-experience-representative","title":"Customer Experience Representative","company":{"id":2417916,"name":"Briggs and Riley","domain":"briggs-riley.com","url":"https://alion.io/company/briggs-riley","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hauppauge, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":true},{"name":"Outlook","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-06-16T17:11:00Z","employer_posted_date":"2026-06-16","last_verified_at":"2026-10-24T18:00:15Z","board_verified":true,"closed_at":null,"days_open":130,"trust":{"level":"stale","repost_count":1,"flags":["stale"],"days_open":129},"description":"Customer Experience Representative\nFull Time - Hauppauge, NY Office\nHybrid Schedule (Tuesday, Wednesday, Thursday in Office, Monday/Friday Remote)\nWhat to Expect\nWe 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.\nWhether 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.\nAs 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.\nYour day-to-day may include:\nBeing the first point of contact for customers (primarily via phone, occasionally by email).\nHandling a high volume of inquiries during peak travel seasons.\nAssisting with product questions, returns, and our iconic lifetime guarantee.\nReferring customers to local repair facilities or directing them to our website/retailers.\nProcessing orders, tracking repairs, and resolving issues with accuracy and empathy.\nPartnering with warehouses, retailers, and repair centers to ensure seamless solutions.\nReviewing and resolving back orders and open order reports.\nMeeting daily communication KPIs while ensuring every interaction reflects our premium service standards.\n\nWho We Are\nUnited 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.\nAt 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.\nAre you ready to begin your journey with us?\nWho You Are\nYou are highly organized and passionate about providing exceptional customer experiences with empathy, patience, and strong problem-solving skills\nYou are curious and love to find solutions \nYou have outstanding communication skills and enjoy interacting with diverse teams\nWhat You’ll Bring\nA 2-year degree is preferred but not required\n3+ years of telephone-based customer service experience, preferably supporting consumer products\nExceptional 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\nExcellent verbal and written communication skills, with the ability to deliver a professional and positive customer experience\nProficiency with business applications and customer service platforms, including AS400, Zendesk, Microsoft Excel, Outlook, and other web-based tools\nA customer-focused mindset, with the ability to adapt to a variety of customer needs and communication styles\nStrong problem-solving skills and the ability to identify creative, effective solutions to customer concerns\nExperience or knowledge of luggage, handbags, travel products, or related consumer goods is a plus\nExperience working with product parts, components, repairs, or warranty-related support is a plus\n Why Join Us?\nCompetitive salary plus bonus incentive\nGenerous PTO\nPaid Holidays \nMedical, dental, and vision coverage\nAdditional benefits including paid Short Term Disability and Life Insurance\nVoluntary Long Term Disability & Identity Insurance available\nFlexible Spending Accounts\n401K with company match \nProfit Sharing Plan\nHybrid Work Schedule in Hauppauge Office (Mondays and Fridays REMOTE!)\nLearning and development opportunities \nFun team building events\nEmployee Discounts\n$5,000 Employee Referral Bonus\nCollege Scholarship Program for Employee’s children\nA knowledgeable, high-achieving, experienced team \n\nOur Core Values\nFamily\nKeep your Commitments\nWhatever It Takes \nRespect & Dignity\nSmart & Steady\nDo the Right Thing\nPassion, Pride & Loyalty\nHumility","description_format":"text","description_chars":4564,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Hybrid work","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Bags, Luggage & Leather 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