Team Lead-Las Vegas (Client Relations Center)

Richemont•Las Vegas, NV

11d•Onsite

About The Position

A High Jewelry Maison with a strong heritage is seeking a talented individual to join their Client Relations Center. This role is responsible for modeling excellence, achieving sales targets, and delivering an exceptional service experience. The Team Lead will be the primary point of contact for ambassadors, acting as an expert in systems, processes, and procedures. They will ensure a professional and client-oriented work environment by monitoring performance and motivating the team. Effective communication with management is key to achieving sales targets and operational excellence.

Requirements

Bachelor’s degree
2+ years in contact center/customer service environment
High level of maturity, poise, and sound business judgment 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.

Nice To Haves

Flexibility to work holidays
Ability to travel as required

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 an understanding of client needs and motivations.