Assistant Manager, Client Services

The RealReal, Inc.; Arizona; 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, Inc. is seeking a Client Service Assistant Manager to supervise a high-performing contact center and uphold our standards of excellence in client service.

You will lead a team of Specialists and Client Service Representatives, implement staffing and training programs, and partner with leadership to drive efficiency and top-tier consignor experiences. The role emphasizes continuous process improvements, cross-functional collaboration, and staff development to maximize client

Qualifications

• 3+ years of management/supervisory experience in a contact center or similar environment.
• Ability to make fair discretionary financial decisions when resolving transactional issues.
• Proven track record of building, leading, and motivating high-performing luxury client teams.
• Strong computer skills and comfort in navigating multiple systems.
• Strong organizational and planning skills including Workforce Management.

Responsibilities

• Supervise a team of Specialists, Senior Specialists, and Client Service Representatives; motivate team members through positive communication.
• Oversee daily operations of the contact center and Perth Amboy office location.
• Implement and optimize staffing, training, and scheduling strategies.
• Develop processes to improve productivity and client satisfaction.
• Monitor contact center performance and provide timely feedback to staff.

Skills

Management experience

Supervisory skills

Team leadership

Workforce Management

Communication skills

Scheduling

Tools

CRM systems

MS Office

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.

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 Perth Amboy 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 judgment
• Strong organizational and planning skills including Workforce Management
• Superior verbal and written communication skills
• Must be able to work flexible hours; schedules may vary ( including 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 will 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.