Client Care Operations Representative

Job Summary:

The Client Care Operations Representative delivers exceptional client experiences through personalized service and digital clienteling. This role focuses on both sales and operational support, working closely with Personal Stylists while ensuring seamless order management. The ideal candidate is customer-focused, detail-oriented, proactive-thinker and passionate about fashion.

Responsibilities:

Sales & Client Engagement:

• • Engage with clients via high-volume calls, live chats, and emails, ensuring prompt and professional communication ensuring a luxury experience that aligns with our brand values..
  • Achieve and exceed monthly sales goals and key performance indicators (KPIs).
  • Utilize digital clienteling tools to drive engagement and personalized recommendations.
  • Maintain strong product knowledge to support styling consultations and upselling.
  • Follow up with clients post-sale to ensure satisfaction and foster loyalty.
  • Drive sales during promotional events and seasonal campaigns (Book drops, Holiday Promotions and End of Season Sales)
  • Troubleshoot and problem solve issues in a positive manner

Operational & Order Support:

• • Assist Personal Stylists by handling order edits, inquiries, and issue resolution.
  • Process returns, repairs, adjustments, and special order edit requests.
  • Support fraud prevention efforts (Signifyd reviews) and assist with global e-commerce operations.
  • Support Style Builder, surveys, and other client engagement initiatives.
  • Assist with MSI (inventory management), accounting inquiries, and catalog requests.
  • Participate in ongoing training session to enhance product knowledge, customer service skills & contribute to training materials and knowledge-sharing on catalog format and product details.
  • Manage global e-commerce order support and operations-related emails.
  • Manage and track orders, including processing adjustments, shipping upgrades, billing changes, returns, exchanges, cancellations, and resolving issues such as declined transactions, stock updates, and delivery inquiries. 

Desired Background:

• Bachelor’s degree preferred

Experience:

• Customer service experience required; luxury retail selling preferred.

Skills:

• Strong customer service and communication (verbal & writing) skills required
• Excellent problem-solving skills and a proactive approach to customer service challenges.
• Team player and be able to multi-task in a fast-paced environmentwith a strong sense of urgency
• Knowledge and use of digital selling through emails, pictures, and brand books
• Managing continuous daily workflow to ensure orders are processed in a timely manner
• Must be self-motivated and detail/results oriented
• Must have personal style and a passion for fashion
• Be sociable, friendly with an engaging personality
• Demonstrates strong listening skills
• Organization, punctuality, and excellent follow-up skills
• Proficiency in Microsoft Office applications and Internet savvy
• Knowledge of Blue Cherry, Web PDM, Zendesk and Magento Enterprise system a plus

Pay Range:

The base pay range for this position is $18.00 - $30.00 hourly. Base pay offered may vary depending on skills, experience, and location.