Client Services Supervisor
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:
As the Client Services Receptionist Supervisor at FASHIONPHILE, you will lead our team to deliver exceptional customer service at our New York City and San Diego, CA Flagship locations. Based in our Chelsea location in NY, your focus will be on upholding our brand's high standards and personalized service across all customer interactions, whether in-person, online, or via phone. You will oversee front desk operations, mentor our Client Services Receptionists, and implement strategies to elevate the customer experience. Your leadership will play a pivotal role in maintaining our reputation for excellence, fostering team growth, and ensuring every client feels valued and connected. Flexibility to work traditional retail hours, including weekends and holidays, is required. Responsibilities include:
- Provide effective leadership, mentorship, and guidance to a team of Client Services Receptionists (in-person and virtually), fostering a collaborative and motivated work environment that promotes exceptional customer service
- Monitor, track, and analyze key performance metrics related to customer satisfaction, team efficiency, and quality assurance, driving continuous improvement initiatives based on data insights
- Supervise front desk operations, including scheduling, client greeting, and issue resolution. Contribute to developing efficient processes and procedures, identifying opportunities to enhance operational efficiency and customer service quality.
- Address escalated situations with effective remedies or solutions, ensuring customer satisfaction and swift issue resolution
- Create and execute training programs that update staff on product and service offerings, customer response standards, and operational policies, ensuring consistent and high-quality service delivery
- Participate in the recruitment process by conducting interviews and selecting new team members. Coordinate training for new hires and ongoing development opportunities for existing staff
- Collaborate closely with various departments to establish and monitor performance targets, contributing to the overall success of customer service initiatives and aligning efforts with company objectives
- Contribute to the team's overall success by handling additional responsibilities as needed to support the team's goals and objectives
What We’re Looking For:
- Associate’s Degree in related field in Business Administration, Hospitality Management, Customer Service Management, or related field or equivalent experience.
- 3+ years of customer service experience, including 1+ year in a supervisory role, preferably in luxury retail or hospitality.
- Experience in CRM software, ticketing systems, Google Suite, Salesforce, and RingCentral.
- Strong interpersonal, problem-solving, verbal, and written communication skills.
- Ability to remain composed and resourceful in high-pressure situations, exceeding performance quotas.
- Proficient in basic computer software and phone systems common in front desk reception environments.
- - Nice to Have: Customer Service or Leadership-related certifications.
- - Nice to Have: Understanding of eCommerce and/or the luxury resale industry, including trends, authentication processes, and market dynamics.
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 Scale: FASHIONPHILE reasonably expects the range to be $65,000-$75,000 for this position in our Chelsea, NY Location. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.
FASHIONPHILE Group LLC is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected].