Manager, Client Relations Center- Nevada

Are you a good match?

 

For the Manager, Client Relations role, we are looking for the ideal candidate to have the following experiences and skills:

 

Education: College or technical degree preferred

Required Experience:

• 3+ years in people management, especially in luxury, retail, hospitality, or other fast paced customer-focused environments
• Substantial knowledge of Call center retail, eCommerce, Logistics business structure is a plus.
• Experience creating detailed reports and giving presentations to people of varied backgrounds and experience. 

Technical Skills/Abilities:

• Previous contact center experience is a plus
• Vonage and Salesforce Service Cloud end user experience
• Knowledge of Microsoft Office 365 Product Suite (Word, Excel, PowerPoint, Outlook, SharePoint, Visio).
• Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task on a daily basis between those tools.
• Experience using SAP, Microsoft teams, Salesforce, or other comparable email and chat management tools a plus

Personal Skills:

• Fluent in English and Spanish or Portuguese
• Client-Focused
  • An understanding of customer expectations, a service-oriented attitude, and an exceptional ability to resolve conflicts.
  • Excellent verbal and written communication skills particularly in negotiation and conflict resolution areas.
  • Strong understanding of client service needs and priorities (internal and external)
     
• Business and Team Management
  • Must display a high level of maturity, poise, and finesse to work with Maison Management and other stakeholders within Richemont.
  • Experience in process transformation, including change and agility
  • Strong leadership skills and ability to develop and grow a team
  • Creativity in developing new ways to motivate and develop a team
  • Collaborative approach with ability to foster a united work environment with a “can do” attitude

• Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously and with precision.
• Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision
• Intellectual curiosity and passion for learning in a fast-paced environment

 

What are we expecting from you?

 

Reporting to the Senior Manager, Client Relations, you will be responsible for assisting the Senior Manager in the overall management and enhancement of the CRC, with the main objectives of developing sales, growing the Ambassadors and reaching a sustainable high quality of service. 

 

In this role, you will:

 

Guide and support the team in all aspects of CRC operations

• Educate and inspire teams with Maison knowledge. Elevate the CRC team through Monthly quality coaching sessions
• Monitor call, Email, chat interactions within Salesforce and Vonge. Coach team