Luxury Client Services Lead

The RealReal; Perth Amboy (NJ); 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 high-performing contact center in Perth Amboy, NJ. You will lead staffing, training, and day-to-day operations to deliver a superior client experience and maximize efficiency.

You will partner with the Client Service Manager and Director to implement best practices, develop processes, and drive productivity while maintaining exceptional service for consignors and clients alike.

Qualifications

• 3+ years of management/supervisory experience in a contact center or similar environment; 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)

Responsibilities

• Develop staffing, training, and scheduling with the Client Service Manager(s) and Director.
• Implement contact center strategies and operations, improving systems and processes for a positive consignor experience.
• Supervise a team and oversee day-to-day operations in the Perth Amboy office.
• Foster employee engagement with high motivations, coaching, and people development.
• Monitor contact center results to identify performance trends and achieve goals and targets.
• Provide timely feedback to ensure clients receive best-in-class service.
• Communicate new product, procedure, consignor needs, and company updates to the team.
• Collaborate with other departments on SOPs, best practices, and resolution initiatives.
• Coordinate work schedules and expedite workflow with leadership.
• Handle administrative tasks like scheduling, time cards, PTO requests, and performance discussions.
• Participate in hiring, termination, and performance management discussions.

Skills

Management experience

Financial discretion

Team leadership

Computer skills

Problem solving

Workforce management

Communication skills

Flexible hours

Job description

The RealReal is seeking a Client Service Assistant Manager to supervise a high-performing contact center in Perth Amboy, NJ. You will lead staffing, training, and day-to-day operations to deliver a superior client experience and maximize efficiency.

You will partner with the Client Service Manager and Director to implement best practices, develop processes, and drive productivity while maintaining exceptional service for consignors and clients alike.