Client Success Specialist - Queens, NY

LVMH Group; New York (NY); On-site; USD 28,929 - 38,572; Full time

Job summary

A leading luxury goods company in New York is seeking a Client Success Specialist to ensure exceptional after-sales service and maintain client satisfaction. The ideal candidate should have experience in a luxury environment, strong communication skills, and a passion for helping clients. Key responsibilities include cultivating client relationships, managing escalated concerns, and documenting client interactions. This role offers a competitive hourly rate and an opportunity to work in a dynamic environment focused on excellence.

Qualifications

• Minimum 2 years business experience with strong operational background.
• Proven experience in a luxury environment with high service standards.
• Exceptional written and verbal communication skills.

Responsibilities

• Cultivate strong client relationships and provide personalized support.
• Manage escalated client concerns with professionalism.
• Maintain accurate documentation of client interactions.

Skills

Client relationship management

Problem-solving

Communication skills

Analytical thinking

Empathy

Education

High school diploma or equivalent

Tools

CRM software

Microsoft Office Suite

Job description

The Client Success Specialist is a pivotal role that is responsible for ensuring an exceptional after-sales service experience, upholding the unparalleled standards of luxury service that define Tiffany & Co. The Client Success Specialist will be the primary point of contact for complex client inquiries, particularly those related to repairs, adjustments, and will play a critical role in maintaining client satisfaction and loyalty.

Key Responsibilities:

• Client Relationship Management: Cultivate and maintain strong relationships with clients, providing personalized and proactive support. Understand individual client needs and preferences to deliver tailored solutions.
• Issue Resolution & Escalation Management: Expertly manage escalated client concerns and delicate situations with grace and professionalism, particularly those involving unhappy clients and items undergoing repair. Transform potentially negative experiences into positive outcomes through effective communication, problem-solving, empathy and de-escalation tactics.
• Client Expectation Management: Clearly communicate timelines, processes, and potential outcomes to clients, setting realistic expectations and ensuring transparency throughout the service journey.
• The three core aspects that the Client Success Specialist is responsible for are creating both online and letter detailed estimates ensuring all technical information is accurate and all aspects of the client’s request are met, taking client calls in a timely manner to maintain service level requirements and responding to client emails thoroughly, efficiently and timely to maintain service level requirements.
• Product Knowledge & Development: Maintain an in-depth understanding of Tiffany & Co. products, materials, and services, including new developments and service offerings. Continuously update knowledge to accurately advise and assist clients.
• Feedback Integration: Actively solicit and analyze client feedback to identify recurring issues, suggest improvements to service delivery, and contribute to the continuous enhancement of client experience.
• Collaboration: Work collaboratively with cross-functional teams, including repair services, sales, and logistics, to ensure seamless communication and efficient resolution of client requests.
• Documentation: Maintain accurate and detailed records of client interactions, service requests, and resolutions within our repair and CRM system.

Required Qualifications:

• High school diploma or equivalent
• Minimum 2 years business experience with strong operational background
• Proven experience working within a luxury environment, demonstrating an understanding of discerning client expectations and service standards.
• Exceptional written and verbal communication skills, with a proven ability to craft clear, concise, and professional business correspondence.
• A strong passion for helping others succeed and a natural inclination towards empathetic problem-solving.
• Demonstrated ability to manage client expectations effectively and navigate challenging client interactions with composure.
• Strong analytical thinking skills, capable of dissecting complex issues and devising effective solutions.
• Ability to adapt quickly to product developments and service enhancements.
• Proficiency in relevant CRM (client relationship management) software and Microsoft Office Suite.

Preferred Qualifications:

• Experience in client care, client service, or client success role within the jewelry or luxury retail sector.
• Familiarity with repair processes and after-sales service in a luxury context.
• Experience working in client facing technical, or luxury retail environment.

Knowledge in AS400, MIPS, POS or Salesforce

The hiring range for this position ranges from $21- $28/hr. The rate of pay offered will depend upon candidates’ relevant skills and experience.

Founded in 1837 by Charles Lewis Tiffany in New York City, Tiffany & Co. is one of the world’s most prestigious houses for jewelry and accessories. Love has been the driving force of Tiffany & Co. since its inception, uniting the jeweler’s core values of inventiveness, craft and joy in designs that endure across generations.
As a global pioneer in the art of fine jewelry, Tiffany has spent almost two centuries perfecting its craft and setting benchmarks within the industry. It is through this unwavering vow to excellence and expertise, to heritage and innovation, to optimism and possibility that Tiffany continues its legacy, creating designs that inspire people to express and celebrate the many facets of love.

At LVMH, people make the difference in the art of crafting dreams.
Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community.
Join us at LVMH, where your talent is at the heart of our collective successes.