Associate Director, Customer Service

As Associate Director of Customer Service, you will be leading process changes necessary to constantly improve the level of customer experience and satisfaction. This also includes managing the team providing front-line support to the tens of thousands of customers who are shopping on our website each day, and who deserve a level of service consistent with the high quality of the merchandise they are purchasing. You will be directly managing two managers based in our Customer Service Call Centers in Brisbane, CA and Secaucus NJ, along with overseeing our entire growing Customer Service Department of 30+ agents. The position reports to the Sr. Director of Client Services. RESPONSIBILITIES: Partner with Sr. Director of Clients Services to develop and execute vision to scale Customer Service team through increased efficiencies, automation, and hiring Take a lead in the scaling/management of our remote overseas customers service team Build relationships with other company functions (marketing, merchandising, sales, technology, operations and finance), to stay abreast with business changes, to manage those changes that may impact the customer experience, and communicate any changes to the rest of the department Become a subject matter expert in the TRR customer experience, particularly all the fine details of systems and processes that have an impact on that experience from both a customer and consignor perspective Track and manage the team performance against metrics and company goals for client satisfaction, team productivity, and budget Identify key trends with customer related inquiries and general client pain points, quantify impact, and make recommendations for initiatives to improve overall customer experience Develop and provide initial and ongoing training for management and team members, including systems, processes, and soft skills When necessary, manage extremely escalated or VIP customer complaints via phone and email Recommend process and systems changes that will improve team performance, efficiencies, and overall customer experience Develop written and spoken "voice" of client communication and ensure consistency across all customer service touchpoints REQUIREMENTS: Bachelor's degree or equivalent work experience in client services 7+ years of progressively responsible management experience with demonstrated ability to lead a service-centric operation in a rapidly growing company. Direct experience managing customer service department (experience scaling a Customer Service organization is a plus) A proven track record of successfully building, leading, and motivating high- ?performing teams which delight luxury customers E-commerce experience highly desirable Experience in luxury goods is highly preferred Knowledge of luxury fashion a plus Retail experience a plus Experience handling package shipping issues a plus Superior quantitative and problem solving skills Ability to make fair and objective discretionary financial decisions when resolving transactional issues impacting our customers and consignors Experience using Zendesk and ACD (Automatic Call Distribution) systems a plus Strong knowledge of Microsoft Office, specifically Excel--ability to create and edit spreadsheets a must
Salary Range: NA
Minimum Qualification
8 - 10 years

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