Seasonal Customer Experience Associate

About Ernesta

Ernesta is on a mission to bring gorgeous, design-focused custom rugs to homes and places of gathering through an enjoyable, frictionless, and affordable experience. At the same price as a store-bought standard-sized rug, a custom-cut rug from Ernesta will not only be a better fit, but also a better buying experience.

We believe that high-quality custom design shouldn't be out of reach for consumers and aim to address this need in the multi-billion-dollar global rug industry.

Driven by our collective mission, our team is hungry, hardworking, and highly ambitious. We're problem solvers, innovators, design enthusiasts, and executors. We are relentlessly focused on creating and delivering beautiful and delightfully simple solutions and experiences for our customers.

Together, we are excited and humbled by the opportunity to expand the market for custom rugs and allow more people to live in elevated design settings. Put simply, we believe more soft surfaces mean happier homes.

About the Role

Ernesta is looking for a Seasonal Customer Experience Associate to join our Customer Experience team during one of our busiest times of year. This is a temporary role ideal for someone who thrives in a fast-paced environment, enjoys helping people, and takes pride in delivering exceptional service.

As a Seasonal Customer Experience Associate, you'll serve as a trusted resource for our customers, helping them navigate questions about their orders, products, deliveries, and care. You'll work alongside our experienced Customer Experience team to ensure every interaction reflects Ernesta's commitment to thoughtful, personalized service.

If you're energized by solving problems, communicating with empathy, and creating positive customer experiences, we'd love to hear from you.

What You'll Do

• Deliver a warm, thoughtful, and efficient customer experience across email, phone, chat, and SMS.
• Respond to customer inquiries related to orders, shipping, delivery scheduling, product information, rug care, and general support.
• Troubleshoot customer concerns and partner with internal teams to resolve issues quickly and accurately.
• Maintain a high level of accuracy while managing multiple customer conversations and priorities.
• Help customers feel confident and cared for throughout their purchasing journey.
• Learn Ernesta's products, policies, and systems to provide knowledgeable and consistent support.
• Contribute to a collaborative team environment during a high-volume seasonal period.
• This is an in-person role, based out of our showroom located in Atherton Mills in Charlotte, NC.

Seasonal Employment

• In-person, Part-time (up to 29 hours/week)
• Duration: Hire date through January 30th 2027
• Hourly Rate: up to $25/hour

Qualifications

• 1–3 years of experience in customer service, hospitality, retail, or another customer-facing role.
• Exceptional written and verbal communication skills.
• Naturally empathetic with a passion for helping people and solving problems.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Comfortable learning new technology and working across multiple systems.
• Detail-oriented with sound judgment and a positive, team-first attitude.
• Passion for home design, interiors, or creating exceptional customer experiences is a plus.
• Availability to work a flexible schedule during the seasonal assignment, including occasional evenings or weekends in the showroom. 

Nice to Have

• Experience using customer support platforms such as Gladly, Shopify, or Salesforce.
• Experience supporting ecommerce or direct-to-consumer brands.
• Interest in interior design, home décor, or architecture.

Why Join Ernesta?

At Ernesta, every customer interaction matters. As a Seasonal Customer Experience Associate, you'll play an important role in helping us deliver a seamless, elevated experience during one of our busiest seasons while working alongside a collaborative team that values empathy, curiosity, and craftsmanship.

Equal Opportunity Employer

Ernesta is committed to inclusion. We are an equal opportunity employer and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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