Supervisor, Client Concierge
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AI Summary
Lead and mentor a team of Client Concierges to deliver exceptional luxury service across multiple communication channels. Monitor performance metrics and implement training programs to optimize the customer experience and drive client retention.
FASHIONPHILE is more than just fashion — we’re revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world's most sought-after brand in luxury re-commerce, we know it's our team members who make it all happen! We value diversity in our people, perspectives, and products. For us, it's the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in-person and through our digital omni-channel experiences. If you're someone who embraces change, is authentic, and wants to make an impact this is the place for you.
About the Opportunity
The FASHIONPHILE Contact Center Supervisor is a key leader who guides and inspires a high-performing team of Client Concierges in a busy contact center. This role focuses on delivering exceptional luxury service and fostering client retention and loyalty via calls, site chats, video chats, texts, and emails. The Concierge Supervisor collaborates with cross-functional teams, monitors performance metrics, and champions department goals, while cultivating a culture of excellence and driving continuous improvement to enhance the overall customer experience. Work schedule is Wednesday - Sunday.
Responsibilities include
- Lead and mentor the Concierge team: Guide and inspire a collaborative team environment, promoting exceptional customer service and professional development.
- Track and analyze performance metrics: Monitor service volume, quality assurance, customer retention, and response timeliness to drive continuous improvement and ensure team goals are met.
- Develop and implement training programs: Create and execute training programs to 1) onboard new team members and 2) update both the Concierge team and the broader client-facing team members on products, services, customer response and service strategies, and operational procedures, ensuring consistent, high-quality service delivery
- Address escalated cases: Effectively address and resolve escalated cases, ensuring client satisfaction and swift issue resolution. This includes serving as the second point of contact for customer issues and owning the resolution of BBB complaints and negative customer reviews in partnership with the CX strategy team.
- Contribute to continuous improvement: Leveraging contact data, identify trends in contact drivers and resolution time to develop and implement service enhancements and customer experience optimizations.
- Cross-Functional Collaboration: Collaborate with other departments to align team performance with overall company objectives and advocate for a superior client experience.
What We’re Looking For
- 5 years of experience in customer service/contact center/retail
- 2 years of leadership or supervisor experience
- Ability to work weekends
- Proficiency in Salesforce, RingCentral, Powerfront & Google Suite
- Analytical approach to driving continuous improvements, including a focus on Quality Assurance
- Experience in eCommerce, luxury retail, or the luxury resale industry
- Understanding of multi-channel customer service delivery across calls, site chat, video chat, text, and email
- Proven ability to innovate and develop creative solutions to complex customer challenges
- Experience in leading teams through periods of change or growth
- Proven track record in coaching and cultivating team members
- Thorough familiarity with quality assurance practices
- Ability to work on-site with flexible shifts, including weekends, holidays, and evenings
What We Offer
- Medical, Dental and Vision Coverage
- FSA options for Medical, Dependent Care & Commuter Benefits
- Paid Time off, Paid Sick Time, and Paid Holidays
- 401(k) with generous match program
- Free Life Insurance and AD&D
- Long Term Disability Insurance
- Employee Discount
Payscale
FASHIONPHILE reasonably expects the range to be $55,000-$62,000 for this position in our remote location and offers an Annual Bonus Opportunity aligned to our Supervisor level. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.
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