Luxury Customer Service

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:The Customer Service Specialist (CSS) role in our Lehi, Utah office is a full-time, onsite position from Monday to Friday from 8:00am - 4:30pm MT. The role primarily involves taking phone calls/emails and providing exceptional customer service. The ideal candidate will have strong communication skills, a positive attitude, and the ability to work well in a team. This is an opportunity to join a growing team and contribute to the foundation of our Utah office. Responsibilities include:   

• Take inbound (95%) and outbound (5%) customer calls and/or chats and emails to provide accurate, satisfactory answers to their queries and concerns.
• Will be working with Domestic and International customers in regard to fees, claims, protocols and procedures.   
• De-escalate situations involving dissatisfied customers, offering assistance and support.   
• Guide callers through troubleshooting, navigating the company site, or using the products or services.   
• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items.   
• Processing orders, transactions and updating customer account information as needed.   
• Researching required information using available resources.   
• Identifying, escalating priority issues and reporting to the high-level management.   
• Routing inbound calls to the appropriate FASHIONPHILE locations and resources.   
• Completing contact notes and contact reports as necessary and documenting all contact information according to standard operating procedures.   
• Communicate and collaborate with internal departments to successfully provide the highest level of customer service.   
• Responding efficiently and accurately to customers, explaining possible solutions, and ensuring they feel supported and valued.   
• Engaging in active listening with customers, confirming or clarifying information.   
• Utilizing software, databases, scripts, and tools appropriately.   
• Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service.   
• Taking part in training and other learning opportunities to expand knowledge of company and position.   
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.   
• Educate customers on products and services provided by FASHIONPHILE.   

What We’re Looking For:   

• Excellent verbal and written communication skills and a strong conversationalist
• Working knowledge of Customer Service principles and valuing the client experience  
• Ability to work independently and/or as part of a team as needed with a positive mindset 
• Must have integrity and consistently exhibit strong work ethics  
• Ability to multitask, prioritize and manage time effectively  
• Individuals who are open to receiving feedback and are always willing to learn  
• Nice to Have: Prior experience working with RingCentral Contact Center or Salesforce
•  Nice to Have: Knowledge of high-end luxury customer service

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 $20.00/HR for all New Hires into FASHIONPHILE's Lehi, UT location. Every Employee will have the opportunity for continued promotional opportunities via our Benchmarking Program which offers Title and Pay changes as you grow with the company.