Role overview

Qualifications

Customer-first mindset with strong understanding of luxury service expectations
Excellent verbal and written communication skills
Ability to multitask, prioritize and manage time effectively
Strong proficiency in working with e-commerce platforms and navigating websites

Responsibilities

Deliver exemplary service by anticipating client needs and problem-solving
Handle inbound and outbound customer interactions via phone, chat, and email
Collaborate with various internal teams to ensure a seamless client experience
Document client interactions with precision and maintain strong client relationships

Key facts

Remote from: Utah (USA), United States
Full time
Call Center Agent
English

Hard skills

E-Commerce Client Services Ringcentral Salesforce Shopify Google Services

Other skills

Customer Service
Problem Solving
Communication
Time Management
Teamwork
Multitasking
Adaptability

About the company

FASHIONPHILE

FASHIONPHILE is the ultra-luxury recommerce leader, focusing on high-quality and exclusive ultra-luxury brands, specifically, handbags and accessories, including watches, jewelry, and shoes. Excelling in first-class digital and omnichannel experiences, as well as luxury in-person services. Our innovative retail partnership with Neiman Marcus has accelerated the luxury lifecycle to a velocity unparalleled anywhere else in the world, bridging the primary and secondary market through FASHIONPHILE's innovative recommerce technology, proprietary pricing algorithm, and pioneering authentication platform.

Company details

Company size201 - 500

Links

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Job description

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

We’re looking for a Client Concierge to join us remotely in the state of Nevada working 9:45 AM PST - 6:15 PM PST Sunday - Thursday or Tuesday - Saturday. This fully remote role is dedicated to delivering a premium, personalized experience to our clients, serving as a key point of contact for complex inquiries related to luxury resale, authentication, pricing and company policies. Through thoughtful communication and expert service, the Client Concierge plays a vital role in enhancing client satisfaction and elevating the overall FASHIONPHILE experience.

Deliver exemplary service by anticipating client needs, educating, advising, and problem-solving with clients on our offerings, policies, and the luxury resale market.
Handling inbound (95%) and outbound (5%) customer interactions via phone, chat, and email, delivering luxury-level support.
De-escalating dissatisfied customers professionally while offering solutions and support.
Collaborate with various internal teams to ensure a seamless and sophisticated client experience reflective of the FASHIONPHILE brand and evolving service offerings
Document client interactions with precision, contributing to our database and helping refine our client experience strategy.
Maintain strong client relationships by offering expert product advice and fashion trend insights via site chat, video chat, text, email, and phone. Personalize service through follow-ups, thoughtful notes, and tracking client needs.
Conduct client outreach in support of our Save-a-Sale program, Partner Program, and other client retention and Loyalty-based initiatives.
Acting as a brand ambassador, ensuring every interaction reflects FASHIONPHILE’s luxury and re-commerce values.

What We’re Looking For

A customer-first mindset with strong understanding of luxury service expectations.
Excellent verbal and written communication skills, with the ability to explain complex topics clearly and professionally.
A team player who values collaboration, but is also comfortable working independently.
Ability to multitask, prioritize and manage time effectively
Individuals who are open to receiving feedback and are always willing to learn
Strong proficiency in working with e-commerce platforms and navigating websites
Ability to de-escalate, demonstrate discretion,and resolve stressful situations, maintaining a calm and professional demeanor with frustrated customers.
Ability to work on-site with flexible shifts, including weekends, holidays, and evenings.
Nice to Have: Prior experience with Ring Central Contact Center, Salesforce, Shopify and Google Suite tools.
Nice to Have: Experience in luxury customer service, e-commerce, or high-end retail.

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

Pay Rate: This position begins at $20.00/HR for all New Hires joining the company fully remote in the state of Nevada. Every Employee will have the opportunity for continued promotional opportunities as you grow with the department and with the company.

FASHIONPHILE Group LLC is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected].

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