Contact Center Concierge I

About the role

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.

Responsibilities

• Deliver exemplary service by anticipating client needs, educating, advising, and problem-solving with clients on our offerings, policies, and the luxury resale market.
• Handle inbound (95%) and outbound (5%) customer interactions via phone, chat, and email, delivering luxury-level support.
• De-escalate 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.
• Act as a brand ambassador, ensuring every interaction reflects FASHIONPHILE’s luxury and re-commerce values.

Requirements

• 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.
• Experience in luxury customer service, e-commerce, or high-end retail.

Benefits

• 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

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.

Schedule

9:45 AM PST - 6:15 PM PST Sunday - Thursday or Tuesday - Saturday.