Team Lead-Online Retail (Las Vegas)

About the role

The Team Lead at the Client Relations Center is responsible for modelling the way while achieving/exceeding sales, KPIs, SLAs, and delivering an exceptional service experience to all internal and external customers. This person will be the first point of contact for the ambassadors and also an expert in systems, processes, and procedures. They ensure a professional and client-oriented work environment by monitoring employee performance and taking the necessary actions to support and motivate the team. Using effective communication skills, the Team Lead must liaise with Management effectively to achieve sales targets, as well as operational and service excellence of the Maison.

Responsibilities

• Drive sales through professional and courteous client interactions
• Handle all inbound communication and greet all customers in a timely, professional and engaging manner
• Comfort with outbound communication to continue client relationships
• Provide written/verbal responses to customers' inquiries via Phone, Email, Chat, and Social Media, modeling our service expectations in each conversation
• Lead on contacts which must be escalated; handling all cases in a timely, professional and engaging manner
• Coach team ambassadors in performance & systems use (in collaboration with CRC management)
• Lead team on CRC After Sales inquiries, processes, and resolution, while partnering with the After Sales NYC Team for exceptional requests
• Stay abreast of launches, campaigns, and internal processes to support the team answering a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries
• Partner with Manager to determine, communicate and monitor individual and team KPI's to further success and proactively request resources (tools and trainings) when needed
• Exhibit strong communication and problem-solving skills by partnering effectively with team, boutique network, and corporate departments
• Assist with special projects, as needed (i.e. testing, initiatives supporting CRC operations, boutique network, outbound clienteling initiatives, etc.)

Internal/External Client Relationship Management

• Master a strong knowledge of the Eboutique business and access new opportunities in collaboration with Manager and team to develop and execute new ways to elevate client experience
• Consistently seek new product, service, and operational knowledge to act as an expert for the CRC and the Maison
• Cultivate new and existing client relationships through exceptional service; developing a clienteling plan for their clients and prospects
• Uphold the Van Cleef & Arpels standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor
• Create a positive and productive working environment by leveraging both personal and team savoir-faire to always create a highly collaborative network both in person and via telephone
• Display strong selling and negotiating skills; overcome objections, provide recommendations, and ask probing questions to close sales and gain understanding of client needs and motivations

Requirements

• Bachelor's degree with 2+ years in contact center/customer service environment
• Ability to display a high level of maturity, poise, and sound business judgement to work with clients
• Ability to learn and use multiple applications and systems, including Microsoft Office; Salesforce, CRM, or other comparable email and chat; SAP knowledge
• Hours subject to change
• Flexibility to work holidays
• Ability to travel as required
• Applicants must have valid work authorization for employment in the USA

Benefits

• Medical, dental, and vision programs
• Health savings and flexible spending accounts
• Life insurance and disability benefits
• 401(k) with employer match
• Paid time off
• Wellness reimbursement benefit
• Access to the employee assistance program
• Volunteer days off to support local communities