Team Lead-Online Retail (Las Vegas)

Richemont•Las Vegas, NV

9d•Onsite

About The Position

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.

Requirements

Bachelor’s degree
2+ years in contact center/customer service environment
High level of maturity, poise, and sound business judgement to work with clients.
Ability to learn and use multiple applications and systems, including Microsoft Office; Salesforce, CRM, or other comparable email and chat; SAP knowledge.
Valid work authorization for employment in the USA.

Responsibilities

Drive sales through professional and courteous client interactions. Handle all inbound communication and greet all customers in a timely, professional and engaging manner. Comfort with outbound communication to continue client relationships.
Provide written/verbal responses to customers’ inquiries via Phone, Email, Chat, and Social Media, modeling our service expectations in each conversation.
Lead on contacts which must be escalated; handling all cases in a timely, professional and engaging manner.
Coach team ambassadors in performance & systems use (in collaboration with CRC management)
Lead team on CRC After Sales inquiries, processes, and resolution, while partnering with the After Sales NYC Team for exceptional requests.
Stay abreast of launches, campaigns, and internal processes to support the team answering a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries.
Partner with Manager to determine, communicate and monitor individual and team KPI’s to further success and, proactively request resources (tools and trainings when needed.
Exhibit strong communication and problem-solving skills by partnering effectively with team, boutique network, and corporate departments
Assist with special projects, as needed (i.e. testing, initiatives supporting CRC operations, boutique network, outbound clienteling initiatives, etc.)
Master a strong knowledge of the Eboutique business and access new opportunities in collaboration with Manager and team to develop and execute new ways to elevate client experience.
Consistently seek new product, service, and operational knowledge to act as an expert for the CRC and the Maison
Cultivate new and existing client relationships through exceptional service; developing a clienteling plan for their clients and prospects
Uphold the Van Cleef & Arpels standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor
Create a positive and productive working environment by leveraging both personal and team savoir-faire to always create a highly collaborative network both in person and via telephone
Display strong selling and negotiating skills; overcome objections, provide recommendations, and ask probing questions to close sales and gain and understanding of client needs and motivations