Summary
Lead a team focused on managing high-level client escalations and delivering discreet, timely, and effective resolutions for luxury clientele. Drive root cause analysis and strategic improvements while collaborating across departments to protect brand reputation and enhance client satisfaction. Provide coaching and development to ensure KPI attainment and high service standards in a fast-paced environment.
Responsibilities
- Supervise coach and develop a team of up to 15 Resolution Advisors to meet KPI targets
- Manage and prioritize sensitive client escalations with discretion and professionalism
- Conduct in-depth investigations and analyses of complex client issues
- Set individual and team goals and proactively manage performance
- Monitor schedule adherence and communicate discrepancies to leadership and HR
- Attract recruit and retain high-performing talent with Talent Acquisition
- Track escalation metrics prepare reports and present insights to senior management
- Develop and implement bespoke high-touch resolution strategies aligned with policy
- Collaborate with cross-functional teams to implement long-term solutions and training materials
Requirements
- BA or BS in Business Communications Hospitality Management or related field
- 5+ years in high-touch client service or client relations with 4+ years in escalation or resolution management in luxury
- Proven ability to manage and resolve complex high-stakes client issues with discretion
- Proficiency in CRM systems such as Salesforce and contact center platforms like Genesys
- Exceptional verbal and written communication skills
- Superior interpersonal skills to build rapport with discerning clients and stakeholders
- Composed professional and empathetic demeanor under pressure
- Strong problem-solving analytical and critical thinking skills with attention to detail
- Willingness to work weekends evenings and holidays on-site in Irving TX
We have summarized this job description for you, click apply to see more details from the employer.
