Customer Service Receptionist

FASHIONPHILE•Los Angeles, CA

5d•Onsite

About The Position

FASHIONPHILE is revolutionizing the ultra-luxury fashion experience by creating 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. Our Mini Flagship in Downtown LA is seeking a friendly and detail-oriented individual to join our Client Services team as a Customer Service and Reception Specialist. In this role you will support customers in all facets of their FASHIONPHILE experience including in person shopping and selling appointments, chat, email, and phone calls ensuring the best-in-class customer experience. You will be the first face a client sees when they walk in the door and support all pre and post appointment interactions in partnership with our Showroom Teams. This role requires someone who can support our retail hours which would include a rotating shift Mon-Fri with weekend shifts.

Requirements

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 (Luxury Preferred)
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
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

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.