Elite Customer Service Representative - Luxury Brand

VIPdesk Connect is hiring Elite Customer Service Representatives (Elite Brand Ambassadors) who are dedicated exclusively to the Chanel customer care program.

At VIPdesk Connect providing an exceptional customer experience for iconic luxury brands is our passion. Our talented professional team members not only excel in customer service but are passionate brand fanatics.

It takes an extraordinary person to deliver amazing service. We are looking for the right candidates who share the same spirit of excellence and passion. We are a highly-respected and trusted company in the customer care industry. We focus exclusively on luxury and premium brands—brands we all love and respect. We hire customer service professionals (Elite Brand Ambassadors) who excel in customer service.

The Elite Brand Ambassador is dedicated exclusively to the customer service program and is responsible for providing an amazing customer experience. The Elite Brand Ambassador assists customers with all aspects of customer service including general customer service assistance and escalated issues across the following line of business: Fashion, Boutique, and Watches and Fine Jewelry. The Elite Brand Ambassador utilizes a variety of resources and information to assist customers in a courteous and professional manner that supports Chanel’s brand standards and goal of providing world class customer service to their customers.  

While this is a remote/telecommute position, team members must reside within a 2-hour commute to one of the following locations:  Bal Harbour, FL; Orlando, FL; Palm Beach Gardens, FL; Palm Beach, FL; Chicago, IL; Short Hills, NJ; New York, NY; Las Vegas, NV; Dallas, TX; Houston, TX; or McLean, VA.

Essential Responsibilities include the following (but are not limited to): 

• Thorough understanding of and certification in Fashion, Boutiques, Watches and Fine Jewelry
• Convey energy, excitement, authenticity, and a deep appreciation for the timeless elegance and beauty of Chanel, and proud to represent the brand
• Utilizes proactive and intuitive techniques to increase customer experience by providing suggestions for products that match interests and needs
• Utilize multiple service channels (email, chat, phone, text, etc) to provide an outstanding customer experience
• Ability to retain and convey thorough knowledge and benefits of Chanel’s products
• Monitor and return voicemail messages
• Confident and driven to find solutions to customers issues
• Meets or exceeds all program metrics (e.g. quality, attendance, phone KPIs, etc.)
• Thrive in an environment with high performance standards
• Ability to maintain an elevated customer conversation and exhibit genuine empathy when appropriate
• Embrace the commitment to customer service and nourishes brand loyalty
• Ability to accurately document customer interaction details with limited errors
• Applies high-quality customer service guidelines while servicing customers
• Applies client and VIPdesk Connect policies as applicable whenever interacting with customers
• Other duties as assigned 

Requirements:

• Currently reside in FL, IL, IN, MD, NJ, NY, NV, TX, VA, or WI
• Must have a home-office environment, wired internet connection, headset, webcam and a computer system that meets VIPdesk Connect policies and maintenance requirements
• Able to work weekends
• History of consistently meeting success metrics      
• Mastery of program expectations and policies, ability to exercise independent judgment and discretion 
• Superior verbal and written communication
• Able to type at least 35 WPM with proper spelling and use of grammar
• Flexible, adaptable, and willing to take on new challenges
• Able to use effective and probing questioning and listening techniques to identify customer needs
• Must have ability to travel to Chanel boutiques or training centers for trainings 4-6 times per year
• Savviness and experience with technology is essential as multiple systems are in use
• Have experience with luxury brands and serving affluent customers preferred
• Detail oriented with a focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence
• Have a genuine passion for fashion, fragrance, cosmetics and luxury goods
• High school diploma or equivalent
• Able to successfully pass a credit, criminal and employment reference security check

Preferred Qualifications:

• Previous in-store fashion retail experience, ideally in luxury retail
• Have a genuine passion for fashion, fragrance, cosmetics and luxury goods
• Working knowledge of Microsoft Office Suite
• College degree preferred
• Able to learn and work independently and exhibit ownership as well as in a team environment

VIPdesk Connect, Inc. is proud to be an equal opportunity employer, M/F/D/V