Apply on Employer Site

FoundRae · 3 weeks ago

Client Care Specialist

New York, NY

Full-time

Onsite

Entry, Mid Level

$24/hr - $26/hr

2+ years exp

FoundRae is a jewelry company that creates modern heirlooms allowing wearers to express their identity and values. The Client Care Specialist is responsible for delivering exceptional service across communication channels, driving sales performance, and cultivating long-term client relationships through expert use of digital tools and collaboration with internal teams.

Luxury Goods & Jewelry

Hiring Manager

Abigail Zurschmit

Responsibilities

Achieve sales targets through an elevated, seamless experience at every client touch point:

Support clients in beginning and continuing their FoundRae journey across all client touchpoints through expert knowledge of our services, products and digital tools

Effectively communicate FoundRae services and product knowledge, consistently staying up to speed as our collections and service offering continue to evolve

Champion all omni-channel services, including but not limited to personalization and customization to drive trade and client satisfaction

Offer an elevated, client-centric FoundRae experience to exceed client expectations:

Communicate effectively with all clients across our communication channels; phone, email, text, whatsapp, social and chat by making use of our brand communication guidelines and achieving SLA targets

Host luxurious, personalised virtual and in-store appointments for our clients in line with our hosting and outreach guidelines

Build genuine, meaningful lasting relationships with new and existing clients through exceptional service at all times

Expert use of our clienteling tools and CRM system to drive client acquisition and loyalty:

Effective data capture in order to grow client files

Manage personal client portfolio and personal outreach to drive sales performance

Support marketing initiatives through clienteling initiatives based on business needs and evolving strategy

Amplify the use of our clienteling tools to enrich client profiles, build wishlists and personalize client journeys

Support our clients in building their FoundRae story visually, wherever they are!

Expert use of our digital creative tools to guide clients in building their story through personalized lookbooks, imagery and video

Drive virtual and in-store appointments to guide our valued clients and present collections in real time

Offer continued styling support and recommendations, working on whichever platform is more convenient for our clients

Create joy and ease for our clients through driving omni-channel client experiences:

Supporting our clients with booking in-store appointments and connecting them with their closest in-store stylist

Meeting our clients in-store and in person to support them at any point of their journey if more convenient for them

Collaborating internally with other departments to deliver the best experience possible for our clients, creating joy and ease wherever possible

Drive operational excellence through internal collaboration and attention to detail:

Effectively support clients globally, guiding them through their FoundRae journey with care and accuracy

Manage operational flows for orders and services with a high attention to detail at every stage of the journey

Support with aftersales, including proactive client follow up, exchanges, returns, repairs and cleaning services

Internal coordination with multiple departments, including but not limited to: design, production and fulfillment teams, to ensure accurate and timely processing of orders

Qualification

Luxury retail experienceClienteling platformsVerbal communicationWritten communicationDetail-orientedTeam collaborationRelationship buildingProblem-solving