• 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.  

• 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   

• 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  

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].