Direct to Client (DTC) Specialist - 2nd Shift

LVMH; Ontario (CA); Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability insurance

Paid time off

Employee discount/perks

Retirement plans

Job summary

Louis Vuitton is seeking a Direct to Client Specialist for a 2nd shift to service clients via phone, email, and video, while upholding high standards of productivity and quality. The role combines at-home Sunday coverage with in-office Monday–Thursday duties and requires strong English communication and customer service excellence.

The position offers comprehensive benefits and opportunities for growth within Louis Vuitton’s global care services platform.

Qualifications

• 3 – 5 years of experience in customer service or call handling environment.
• Exceptional client-centric mindset • Excellent verbal and written communication skills.
• Ability to learn quickly and maintain high-performance level in a fast-paced environment.
• Highly organized and detail-oriented self-starter with strong time-management skills, capable of working both independently and collaboratively.
• Demonstrates exceptional interpersonal skills with the ability to communicate and collaborate effectively across all levels of the organization, fostering professional relationships built on clarity, respect, and trust.
• Ability to handle multiple tasks simultaneously and work efficiently under minimal supervision.
• GED certificate or high school diploma

Responsibilities

• Perform accurate and complete product assessments related to repairs and quality in order to generate a repair or provide care information to clients.
• Proactively manage client caseloads, ensuring swift follow-ups and seamless workflow organization.
• Assess incoming client calls to evaluate the reported issue against case history and account documentation and determine the appropriate resolution or escalation path.
• Consistently meet or exceed all assigned goals in the areas of call quality and productivity & efficiency.
• Handle a diverse range of calls including (but not limited to): payment collection, quotation review, service issues, store inquiries, etc.
• Troubleshoot, analyze, and research all issues or problems with related repairs, sometimes requiring research to be conducted in partnership with other departments.
• Maintain the highest degree of customer service every day by demonstrating exemplary service leadership in the areas of phone quality, complaint resolution, product awareness, and store relations by adhering to the Quality Customer Service Standards, Louis Vuitton Etiquette, and Louis Vuitton Selling Ceremony.
• Resolve customer concerns efficiently and with professionalism, applying a client-centric approach to ensure fair, empathetic, and timely outcomes at every interaction.
• Adhere to department and company policy and procedures.
• Maintain proficient and consistent use of all required call center platforms, tools, and CRM systems to ensure accurate call documentation and seamless client service delivery.
• Stay current on all product knowledge, company updates, and departmental initiatives to deliver accurate, informed, and confident responses to client inquiries.
• Document 100% of calls and email correspondence accurately within the CRM system, capturing inquiry type, customer feedback, and complaint details to ensure complete interaction traceability and data integrity.
• Actively engage in departmental training, continuous improvement projects, and cross-functional initiatives, while proactively contributing process improvement recommendations to drive operational excellence.
• Perform other duties as assigned to meet business objectives and goals

Skills

Customer service

Communication

Time management

Interpersonal skills

Education

GED or high school diploma

Job description

Direct to Client (DTC) Specialist - 2nd Shift

The Direct to Client Specialist is responsible for servicing Clients by properly and accurately handling inquiries related to care services via phone, email, and video. The Care Services Expert will also be responsible for achieving assigned objectives in the areas of productivity and quality; as well as maintaining high operational standards and efficient use of key systems.

Successful individuals will possess excellent Customer Service skills, Communication skills, and a strong command of the English language.

Sunday - 7:30 am-4:00 pm (work from home) and Monday - Thursday 10:30 am - 7:00 pm (work in office).

Should be available for mid-shift training Monday-Friday from 10:30 am-7:00 pm for the first 4-6 weeks.

Salary Expectations:

The appointed candidate will be offered a salary within the range of USD $20.00 - $24.00/hour, plus a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks, and two retirement plans, both with employer contributions.

Job responsibilities

• Perform accurate and complete product assessments related to repairs and quality in order to generate a repair or provide care information to clients.
• Proactively manage client caseloads, ensuring swift follow-ups and seamless workflow organization.
• Assess incoming client calls to evaluate the reported issue against case history and account documentation and determine the appropriate resolution or escalation path.
• Consistently meet or exceed all assigned goals in the areas of call quality and productivity & efficiency.
• Handle a diverse range of calls including (but not limited to): payment collection, quotation review, service issues, store inquiries, etc.
• Troubleshoot, analyze, and research all issues or problems with related repairs, sometimes requiring research to be conducted in partnership with other departments.
• Maintain the highest degree of customer service every day by demonstrating exemplary service leadership in the areas of phone quality, complaint resolution, product awareness, and store relations by adhering to the Quality Customer Service Standards, Louis Vuitton Etiquette, and Louis Vuitton Selling Ceremony.
• Resolve customer concerns efficiently and with professionalism, applying a client-centric approach to ensure fair, empathetic, and timely outcomes at every interaction.
• Adhere to department and company policy and procedures.
• Maintain proficient and consistent use of all required call center platforms, tools, and CRM systems to ensure accurate call documentation and seamless client service delivery.
• Stay current on all product knowledge, company updates, and departmental initiatives to deliver accurate, informed, and confident responses to client inquiries.
• Document 100% of calls and email correspondence accurately within the CRM system, capturing inquiry type, customer feedback, and complaint details to ensure complete interaction traceability and data integrity.
• Actively engage in departmental training, continuous improvement projects, and cross-functional initiatives, while proactively contributing process improvement recommendations to drive operational excellence.
• Perform other duties as assigned to meet business objectives and goals

Profile

• 3 – 5 years of experience in customer service or call handling environment
• Exceptional client-centric mindset · Excellent verbal and written communication skills
• Ability to learn quickly and maintain high-performance level in a fast-paced environment
• Highly organized and detail-oriented self-starter with strong time-management skills, capable of working both independently and collaboratively.
• Demonstrates exceptional interpersonal skills with the ability to communicate and collaborate effectively across all levels of the organization, fostering professional relationships built on clarity, respect, and trust.
• Ability to handle multiple tasks simultaneously and work efficiently under minimal supervision.
• Demonstrates reliable punctuality and schedule flexibility as needed, consistently meeting attendance expectations while adapting to shifting business needs and call center operational demands.
• GED certificate or high school diploma

Additional information

Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and thrive. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture focused on meaningful strategies aimed at creating an inclusive workforce.

In addition to a generous benefits package, unparalleled career development opportunities, both locally & globally, as an employee at Louis Vuitton, you can expect to be provided with industry-leading training which will offer you an in-depth insight into the luxury and after-sales retail environment.

Please see our Privacy Policy for information on the personal information we collect from job applicants, how we use it, and your rights with respect to this information.

Founded in Paris in 1854, Louis Vuitton perpetuates the ambitious vision of its namesake. From his origins as a master trunk maker, manufacturing boxes used to pack both everyday objects as well as voluminous wardrobes, Louis Vuitton and his successors introduced numerous innovations including the advent of the flat-top trunk, lightweight canvas, signature patterns, and the tumbler lock. Today, Louis Vuitton’s legacy is expressed through its rigorous spirit of innovation, the boldness of its creations and an uncompromising demand for excellence.

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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.
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