Team Lead-Online Retail (Las Vegas)

Richemont Iberia SL; Las Vegas (NV); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with employer match

Paid time off

Wellness reimbursement

Job summary

Van Cleef & Arpels seeks a Team Lead for the Client Relations Center to model excellence, achieve sales targets, and deliver exceptional service to internal and external customers. You will act as the first contact for ambassadors and be an expert in systems, processes, and procedures, coaching staff to meet KPIs and SLAs.

You will lead on CRC after sales inquiries, collaborate with the NYC team, and stay ahead of product launches and campaigns to support diverse customer questions while

Qualifications

• Bachelor's degree with 2+ years in contact center/customer service environment.
• Ability to learn and use multiple applications and systems (MS Office; Salesforce, CRM, SAP).
• Strong communication, maturity and sound business judgement.

Responsibilities

• Drive sales through professional client interactions and manage inquiries via phone, email, chat and social media.
• Lead on escalated contacts; monitor performance and motivate the team to meet KPIs and SLAs.
• Coach ambassadors in performance and systems use in collaboration with CRC management.
• Coordinate with NYC After Sales team for exceptional requests and after sales inquiries.
• Stay updated on launches and campaigns to support a wide variety of inquiries.
• Monitor and report KPI attainment with management; request resources when needed.
• Foster a collaborative, professional environment across boutique network and departments.

Skills

Team leadership

Coaching & development

Sales target achievement

Client relationship management

Education

Bachelor's degree

Tools

Microsoft Office

Salesforce

CRM systems

SAP

Job description

Are you a good match?

The ideal candidate for this role is required to have a bachelor’s degree with 2+ years in contact center/customer service environment.

The candidate should be able to display a high level of maturity, poise, and sound business judgement to work with clients. The candidate should be able to learn and use multiple applications and systems, including Microsoft Office; Salesforce, CRM, or other comparable email and chat; SAP knowledge.

What are we expecting from you?

The Team Lead at the Client Relations Center is responsible for modelling the way while achieving/ exceeding sales, KPIs, SLAs, and deliver an exceptional service experience to all internal and external customers. This person will be the first point of contact for the ambassadors and also an expert in systems, processes, and procedures. They ensure a professional and client-oriented work environment by monitoring employee performance and taking the necessary actions to support and motivate the team. Using effective communication skills, the Team Lead must liaise with Management effectively to achieve sales targets, as well as operational and service excellence of the Maison.

In this role, you will:

• Drive sales through professional and courteous client interactions. Handle all inbound communication and greet all customers in a timely, professional and engaging manner. Comfort with outbound communication to continue client relationships.
• Provide written/verbal responses to customers’ inquiries via Phone, Email, Chat, and Social Media, modeling our service expectations in each conversation.
• Lead on contacts which must be escalated; handling all cases in a timely, professional and engaging manner.
• Coach team ambassadors in performance & systems use (in collaboration with CRC management)
• Lead team on CRC After Sales inquiries, processes, and resolution, while partnering with the After Sales NYC Team for exceptional requests.
• Stay abreast of launches, campaigns, and internal processes to support the team answering a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries.
• Partner with Manager to determine, communicate and monitor individual and team KPI’s to further success and, proactively request resources (tools and trainings when needed.
• Exhibit strong communication and problem-solving skills by partnering effectively with team, boutique network, and corporate departments
• Assist with special projects, as needed (i.e. testing, initiatives supporting CRC operations, boutique network, outbound clienteling initiatives, etc.)

Internal/ External Client Relationship Management:

• Master a strong knowledge of the Eboutique business and access new opportunities in collaboration with Manager and team to develop and execute new ways to elevate client experience.
• Consistently seek new product, service, and operational knowledge to act as an expert for the CRC and the Maison
• Cultivate new and existing client relationships through exceptional service; developing a clienteling plan for their clients and prospects
• Uphold the Van Cleef & Arpels standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor
• Create a positive and productive working environment by leveraging both personal and team savoir-faire to always create a highly collaborative network both in person and via telephone
• Display strong selling and negotiating skills; overcome objections, provide reccomentations, and ask probing questions to close sales and gain and understanding of client needs and motivations
• Hours subject to change
• Flexibility to work holidays
• Ability to travel as required

More than a role...we recruit for a career!

By joining Van Cleef and Arpels, you will be part of a Maison where employee career development is at the heart of our ambition. Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how as well as trainings about our creations.

Applicants must have valid work authorization for employment in the USA. Salary will be negotiated based on skills and prior work experience.

Richemont offers a generous compensation and benefits package for eligible employees.

We Offer:

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.