Client Concierge

FASHIONPHILE•Lehi, UT

7d•Onsite

About The Position

FASHIONPHILE is revolutionizing the ultra-luxury fashion experience by creating a sustainable alternative that extends the product lifecycle and makes luxury fashion more accessible. As we aim to be the world's most sought-after brand in luxury re-commerce, our team members are crucial to our success. We value diversity in our people, perspectives, and products, fostering creativity and innovation to achieve our mission and support our customers through both in-person and digital omni-channel experiences. We are looking for individuals who embrace change, are authentic, and want to make an impact. This role is based in our Lehi, UT office and is 100% onsite. The Client Concierge is dedicated to delivering a premium, personalized experience to our clients, acting as a primary point of contact for complex inquiries regarding luxury resale, authentication, pricing, and company policies. Through expert service and thoughtful communication, this role is vital in enhancing client satisfaction and elevating the overall FASHIONPHILE experience.

Requirements

A customer-first mindset with strong understanding of luxury service expectations.
Excellent verbal and written communication skills, with the ability to explain complex topics clearly and professionally.
A team player who values collaboration, but is also comfortable working independently.
Ability to multitask, prioritize and manage time effectively.
Individuals who are open to receiving feedback and are always willing to learn.
Strong proficiency in working with e-commerce platforms and navigating websites.
Ability to de-escalate, demonstrate discretion, and resolve stressful situations, maintaining a calm and professional demeanor with frustrated customers.
Ability to work on-site with flexible shifts, including weekends, holidays, and evenings.

Nice To Haves

Prior experience with Ring Central Contact Center, Salesforce, Shopify and Google Suite tools.
Experience in luxury customer service, e-commerce, or high-end retail.

Responsibilities

Deliver exemplary service by anticipating client needs, educating, advising, and problem-solving with clients on our offerings, policies, and the luxury resale market.
Handle inbound (95%) and outbound (5%) customer interactions via phone, chat, and email, delivering luxury-level support.
De-escalate dissatisfied customers professionally while offering solutions and support.
Collaborate with various internal teams to ensure a seamless and sophisticated client experience reflective of the FASHIONPHILE brand and evolving service offerings.
Document client interactions with precision, contributing to our database and helping refine our client experience strategy.
Maintain strong client relationships by offering expert product advice and fashion trend insights via site chat, video chat, text, email, and phone. Personalize service through follow-ups, thoughtful notes, and tracking client needs.
Conduct client outreach in support of our Save-a-Sale program, Partner Program, and other client retention and Loyalty-based initiatives.
Act as a brand ambassador, ensuring every interaction reflects FASHIONPHILE’s luxury and re-commerce values.