Supervisor, Client Concierge

FASHIONPHILE

8d•$55,000 - $62,000•Onsite

About The Position

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.

Requirements

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

Responsibilities

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.