Assistant Manager, Client Service

The RealReal; Phoenix (AZ); On-site; USD 60,000 - 77,000; Full time

Benefits offered by this job

Employee Stock Purchase Plan

401K with Company Match

Medical, Dental & Vision Insurance

Paid Parental Leave

9 Paid Company Holidays

Flexible Time Off

Job summary

The RealReal is seeking a Client Service Assistant Manager to supervise a Phoenix-based contact center, reinforcing our brand and delivering a superior client experience. You will implement best practices, lead a team of Specialists and Client Service Representatives, and drive process improvements to boost productivity and customer satisfaction while maintaining the highest standards of luxury service.

Reporting to the Client Service Manager or Director, you will manage staffing, training, and

Qualifications

• 3+ years of management/supervisory experience in a contact center or similar environment.
• Strong communication skills, both verbal and written.
• Proven track record of leading high-performing teams delivering luxury client service.
• Experience with staffing, training, and scheduling; workforce management.

Responsibilities

• Supervise and coordinate a team of Specialists, Senior Specialists, and Client Service Representatives; oversee all day-to-day operations in the Phoenix office.
• Develop and implement staffing, training, and scheduling plans to support daily center operations.
• Monitor performance trends and provide timely feedback to optimize customer experience and productivity.
• Collaborate cross-functionally to align SOPs, best practices, and resolution initiatives.
• Hire, onboard, and conduct performance discussions; manage time cards and PTO requests.

Skills

Management experience

Team leadership

Client service

Coaching & development

Workforce management

Communication

Scheduling & staffing

Job description

About The Role

The Client Service Assistant Manager will have overall responsibility for supervising a contact center that reinforces our brand and ensures we deliver a superior client experience. The Client Service Assistant Manager will focus on implementing and assisting with best practices while they introduce and enforce our Standards of Excellence. This role will report to the Client Service Manager or Director of Client Services.The Assistant Manager will oversee the service and consignment team. In addition, this role will serve clients (internal and external) through the development and implementation of continuous systems and process improvements. Along with daily management of the team and department, the Manager will focus on developing processes that will enable improved productivity and efficiencies leading to a successful outcome. A focus on implementing best practices aiming to maximize client satisfaction.

The Client Service Assistant Manager will have overall responsibility for supervising a contact center that reinforces our brand and ensures we deliver a superior client experience. The Client Service Assistant Manager will focus on implementing and assisting with best practices while they introduce and enforce our Standards of Excellence. This role will report to the Client Service Manager or Director of Client Services.The Assistant Manager will oversee the service and consignment team. In addition, this role will serve clients (internal and external) through the development and implementation of continuous systems and process improvements. Along with daily management of the team and department, the Manager will focus on developing processes that will enable improved productivity and efficiencies leading to a successful outcome. A focus on implementing best practices aiming to maximize client satisfaction.

What You Get To Do Everyday

• Work with the Client Service Manager(s) and Director regarding the daily operation of the contact center to include development, analysis, and implementation of staffing, training, and scheduling
• Help implement contact center strategies and operations, improving systems and processes, to ensure a positive consignor experience
• Supervise and coordinate a team of Specialists, Senior Specialists, and Client Service Representatives; motivate and encourage team members through positive communication and feedback. Oversee all day to day operations in our Phoenix office location
• Foster employee engagement with high motivations, coaching, and people development
• Monitor contact center results to identify and resolve performance trends to ensure the attainment of goals and targets
• Provide team members with timely and constructive performance feedback aimed at providing clients with a best-in-class experience
• Provide communication and follow up to ensure team members are fully informed of all new information related to products, procedures, consignor needs, and company issues, changes, or actions
• Work cross functionally with other departments regarding : SOPs, best practices and resolution initiatives
• In partnership with the Client Service Manager(s) and Director, determine department procedures, prepare work schedules, and expedite workflow
• Oversee all administrative tasks related to team management including but not limited to scheduling, time cards, PTO requests
• Responsible for hiring, termination, and performance management discussions

What You Bring To The Role

Minimum Requirements:

• 3+ years of management/supervisory experience in a similar role within a Contact Center or similar environment requiring team management and systems utilization towards service objectives; luxury experience preferred
• Ability to make fair and objective discretionary financial decisions when resolving transactional issues impacting our clients
• A proven track record of successfully building, leading, and motivating high-performing teams which delight luxury clients
• Strong computer skills and comfort in navigating multiple systems
• Problem analysis and solving skills, demonstrating good judgmentStrong organizational and planning skills including Workforce Management
• Superior verbal and written communication skills
• Must be able to work flexible hours; schedules may vary ( include weekends and some holidays)

Compensation, Benefits, + Perks

• Employee Stock Purchase Plan
• 401K with Company Match
• Medical, Dental & Vision Insurance
• Paid Parental Leave
• 9 Paid Company Holidays
• Flexible Time Off (With Manager Approval)
• Find out more about our Benefits here.

The expected salary range for this role is $59,608.80-$76,663.20. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 40 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories- including women's and men's fashion, fine jewelry and watches, art, and home- in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We'll consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That's why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.