Customer Service Receptionist at FASHIONPHILE · Flagships

Summary: FASHIONPHILE is revolutionizing the ultra-luxury fashion experience and is seeking a friendly and detail-oriented individual to join their Client Services team as a Customer Service and Reception Specialist. This role involves supporting customers in all facets of their FASHIONPHILE experience, including managing appointments and providing exceptional customer service both in person and through various communication channels. Responsibilities: - Managing location-wide calendar to schedule buying and selling appointments, and all location visitors to maximize productivity and flow - Checking visitors into the building and ensuring security protocols are navigated smoothly - Taking inbound and outbound Showroom calls, Client Services chats, and emails to schedule and confirm appointments, facilitate customer service inquiries and requests, and familiarize customers with FASHIONPHILE's services - Responding efficiently and accurately to customers, guiding them through troubleshooting, explaining possible solutions to challenges and concerns, and ensuring that clients feel supported and valued - Completing call notes and call reports as necessary and document all call information according to standard operating procedures - De-escalating situations involving dissatisfied customers, offering assistance and support. Where necessary, identify & escalate priority issues and report to the high-level management - Verifying and updating customer account profiles, 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 - Gaining proficiency in internal computer systems and ensure accuracy of all procedures while utilizing software, databases, scripts, and tools appropriately - Participating in cross-training and being flexible to perform varying roles whenever necessary to operate and run the location - Communicating and collaborating with internal departments to successfully provide the highest level of customer service Required Qualifications: - Excellent verbal and written communication skills - A strong conversationalist who can be personable and connect with a range of personalities - Ability to work independently and/or as part of a team as needed - 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 Preferred Qualifications: - Working knowledge of Customer Service principles and valuing the client experience (Luxury Preferred) - 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 Required Skills: Customer Service principles, eCommerce platforms, Call center systems, Phone systems, Email systems, Chat systems, RingCentral, Salesforce, Conversational skills Benefits: 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