Customer Service Receptionist

FASHIONPHILE is an ultra-luxury re-commerce retailer specialized in the buying and selling of accessories from brands including Hermes, Chanel, Louis Vuitton & Gucci. At our core, we're a technology company with a mission of making the world's most coveted brands more accessible by breaking down the walls of traditional luxury.

FASHIONPHILE is seeking a friendly and detail-oriented individual to join our Client Services team as a Customer Service and Reception Specialist located at our Carlsbad 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 Showroom Teams.

What You'll Do:

• 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 and outbound Showroom calls, Client Services 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 document 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 report 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 systems 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.

Knowledge, Skills and Experience:

• 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

The role follows a rotating schedule with weekday shifts from Monday to Friday, either 8:30 AM - 5:00 PM or 9:00 AM - 5:30 PM, and Saturdays from 9:30 AM - 6:00 PM.

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