Client Success Specialist - Queens

Summary

The Client Success Specialist is the primary after-sales contact for complex client inquiries related to repairs, adjustments, and service requests. This role ensures an exceptional luxury service experience by managing escalations, setting clear expectations, and coordinating with cross-functional teams to resolve issues efficiently. The specialist creates detailed estimates, handles client calls and emails to meet service level requirements, and maintains accurate CRM documentation.

Responsibilities

• Cultivate and maintain strong, personalized client relationships and loyalty.
• Manage escalated client concerns and de-escalate sensitive situations with professionalism and empathy.
• Set and communicate realistic timelines, processes, and outcomes to clients.
• Create detailed online and letter estimates ensuring technical accuracy and completeness.
• Answer client calls and respond to emails promptly to meet service level requirements.
• Collaborate with repair services, sales, and logistics to coordinate resolutions.
• Solicit and analyze client feedback to identify improvements to service delivery.
• Maintain accurate records of client interactions and service requests in CRM and repair systems.

Requirements

• High school diploma or equivalent.
• Minimum 2 years of business experience with a strong operational background.
• Proven experience in a luxury environment with high client service standards.
• Exceptional written and verbal communication and professional correspondence skills.
• Ability to manage client expectations, analyze complex issues, and problem-solve with composure.
• Proficiency with CRM systems and Microsoft Office; knowledge of AS400, MIPS, POS, or Salesforce preferred.
• Familiarity with repair processes and after-sales service in a luxury context preferred.