Summary
Lead and develop front-line client service ambassadors within the Client Relations Center to ensure a seamless omnichannel client experience. Oversee daily operations across phone email and chat while partnering with Training eCommerce and Leadership teams to uphold brand standards and drive continuous improvement.
Responsibilities
- Supervise day-to-day contact volume across phone email and chat channels
- Provide hands-on support for escalated or sensitive client situations
- Deliver regular quality assurance of emails and calls and identify coaching opportunities
- Review performance data to identify trends client pain points and optimization areas
- Provide real-time coaching and contribute to team trainings and meetings
- Monitor KPI dashboards workflow compliance and team performance
- Participate in hiring onboarding and mentoring of new team members
- Assist with special projects operational priorities and jump into the queue as needed
- Maintain flexible weekend availability to meet business needs
Requirements
- Minimum 3 years of client service or contact center experience preferably in a luxury or high-touch setting
- Proven ability to guide others exercise sound judgment and prioritize in a fast-paced environment
- Excellent verbal and written communication skills
- Proficiency in Microsoft Office including Excel Word and PowerPoint
- Collaborative spirit strong work ethic and commitment to team-oriented culture
- Experience with quality assurance coaching and performance management
- Ability to handle escalations and make customer experience decisions
- Flexible availability including weekends
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