Client Services Specialist

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. Responsibilities include:

About the Opportunity 

We are seeking friendly and detailed individuals to join our Client Services team as a Client Services Specialist (onsite/in-person) located at our headquarters in CARLSBAD, CA! Responsibilities include:

• Take inbound (95%) and outbound (5%) customer calls and/or chats and emails to provide accurate, satisfactory answers to their queries and concerns, averaging 40 calls per day.
• Will be working with Domestic and International customers in regard to fees, claims, protocols and procedures.
• De-escalate situations involving dissatisfied customers, offering assistance and support.
• Guide callers through troubleshooting, navigating the company site, or using the products or services.
• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items.
• Processing orders, transactions and updating customer account information as needed.
• Researching required information using available resources.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate FASHIONPHILE locations and resources.
• Completing call notes and call reports as necessary and documenting all call information according to standard operating procedures.
• Communicate and collaborate with internal departments to successfully provide the highest level of customer service.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Educate customers on products and services provided by FASHIONPHILE.

What We’re Looking For

• Excellent verbal and written communication skills
• A strong conversationalist who can be personable and connect with a range of personalities
• Working knowledge of Customer Service principles and valuing the client experience
• Knowledge of high-end luxury customer service preferred but not required
• Ability to work independently and/or as part of a team as needed
• Must have integrity and consistently exhibit strong work ethics
• A positive mindset and a great team player
• Ability to multitask, prioritize and manage time effectively
• Individuals who are open to receiving feedback and are always willing to learn
• Strong proficiency working with eCommerce platforms
• Prior experience (at least 1 year) working in a call center environment preferred
• Prior experience (at least 1 year) using phone, email and/or chat systems preferred
• Prior experience working with RingCentral or Salesforce strongly preferred 

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

This position is not able to offer work visa sponsorship. All applicants must be immediately eligible to work in the US without work visa sponsorship now or in the future.

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