Client Care Expert

THE OPPORTUNITY
The Client Care Expert will act as a front-line representative of the Roxanne Assoulin brand to act as best-in-class
“experience enhancers” and “problem solvers” to our consumers—those who have shopped with us in our store, online or
at our 3rd party partners’ stores / sites and new consumers who are browsing our product. This role will partner with our Ecommerce
and Operations teams to both receive and provide relevant information related to our consumers’ experiences.
This individual will want to go above and beyond to answer questions about our products and service offerings (including
shipping, services), provide style guidance (fit, material, style), and proactive resolve issues with orders. This role requires
a passion for delivering a positive experience for the consumer, attention to detail, and the ability to multi-task in a fastpaced
environment.


RESPONSIBILITIES
• Deliver exceptional customer care with positive, problem-solving attitude through methods most convenient to the
customer (messaging, phone, online chat, e-mail, etc.)
• Approach work with a sense of urgency, ensuring that the customer experience is always your number one focus
• Consistently maintain professionalism and act as a front-line representative of the brand in all consumer
interactions
• Follow and innovate on established processes and procedures that solve consumer problems to “surprise and
delight”
• Accurately and consistently generate quantitative data on consumer issues, e.g. returns, product callouts, service
issues
• Accurately and efficiently use internal systems to create outcomes for customers that go above and beyond
• Use best judgment to escalate consumer issues to management team using both client feedback and quantitative
data
• Manage and coach Client Care Team Members
• Act as front-line brand representative for top-tier / VIP consumers and use discretion to offer “surprise and delight”
gifting
• Liaise regularly with Fulfillment / Logistics team to ensure timely fulfillment, packaging of merchandise in line with
brand guidelines
• Effectively manage returns and appeasement budget with cost-conscious but consumer first mentality


QUALIFICATIONS
• High school diploma required, college degree preferred
• 1+ yrs experience in a customer-facing role within a Retail, E-commerce, or Service company
• Ability to think and react “consumer first” in a high-energy and fast paced environment
• Excellent verbal and written communication skills
• Ability to troubleshoot and problem solve
• Ability to work well independently,