Client Service Receptionist

FASHIONPHILE is more than just fashion - we're revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world's most sought-after brand in luxury re-commerce, we know it's our team members who make it all happen! We value diversity in our people, perspectives, and products. For us, it's the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in-person and through our digital omni-channel experiences. If you're someone who embraces change, is authentic, and wants to make an impact this is the place for you.

About the Opportunity:

FASHIONPHILE is seeking a friendly and detail-oriented individual to join our Client Services team as a Full-Time Client Service Receptionist located at our Carlsbad, CA Flagship! In this role you will support customers in all facets of their FASHIONPHILE experience including in person shopping and selling appointments, chat, email, and phone calls ensuring the best-in-class customer experience. You will be the first face a client sees when they walk in the door and support all pre and post appointment interactions in partnership with our Client Support Specialist and Showroom Teams. Must be available to work ~8:30am - ~6:30pm on traditional retail operating days that may include weekends and holidays. Responsibilities include:

• Manage location-wide calendar to schedule buying and selling appointments, and all location visitors to maximize productivity and flow.

• Check visitors into the building and ensure security protocols are navigated smoothly.

• Greet, check-in customers, and offer refreshments.

• Take inbound (95%) and outbound (5%) customer calls, chats, and emails to schedule and confirm appointments, facilitate customer service inquiries and requests, and familiarize customers with FASHIONPHILE's services.

• Respond efficiently and accurately to customers, guiding them through troubleshooting, explaining possible solutions to challenges and concerns, and ensuring that clients feel supported and valued.

• Engage in active and empathetic listening with customers, confirming or clarifying information.

• Complete call notes and call reports as necessary and documenting all call information according to standard operating procedures.

• De-escalate situations involving dissatisfied customers, offering assistance and support. Where necessary, identify & escalate priority issues and reporting to the high-level management.

• Verify and update customer account profiles, providing updates and information about billing, shipping, warranties and other account items.

• Process orders, transactions and updating customer account information as needed.

• Research required information using available resources.

• Gain proficiency in internal computer system and ensure accuracy of all procedures while utilizing software, databases, scripts, and tools appropriately.

• Participate in cross-training and be flexible to perform varying roles whenever necessary to operate and run the location.

• Communicate and collaborate with internal departments to successfully provide the highest level of customer service.

• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.

• Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.

What We're Looking For:

• Excellent verbal and written communication skills

• A strong conversationalist who can be personable and connect with a range of personalities

• Working knowledge of Customer Service principles and valuing the client experience

• Knowledge of high-end luxury customer service preferred but not required

• Ability to work independently and/or as part of a team as needed

• Must have integrity and consistently exhibit strong work ethics

• A positive mindset and a great team player

• Ability to multitask, prioritize and manage time effectively

• Individuals who are open to receiving feedback and are always willing to learn

• Strong proficiency working with eCommerce platforms

• Prior experience (at least 1 year) working in a call center environment preferred

• Prior experience (at least 1 year) using phone, email and/or chat systems preferred

• Prior experience working with RingCentral or Salesforce strongly preferred

What We Offer:

• Medical, Dental and Vision Coverage

• FSA options for Medical, Dependent Care & Commuter Benefits

• Paid Time off, Paid Sick Time, and Paid Holidays

• 401(k) with generous match program

• Free Life Insurance and AD&D

• Long Term Disability Insurance

• Employee Discount

Compensation:

Pay Rate: This position begins at $21.00/HR for all New Hires into FASHIONPHILE's Carlsbad, CA location