The Customer Service Manager is responsible for achieving sales, KPIs, and delivering an exceptional service experience to all internal and external customers. This position will be providing information via phone and email. The ideal candidate will have luxury retail sales experience, outstanding customer service skills, and the ability to convey enthusiasm and passion for CITY Boots during every interaction.

Daily Operations:

• Drive sales through professional and courteous client interactions. Handle all inbound calls and greet all customers in a timely, professional and engaging manner.

• Provide written responses to customers’ inquiries via email, chat, and social media, meeting our service expectations in each conversation

• Process merchandise orders initiated by phone and/or website; this will involve a great deal of data entry

• Stay up to date of launches, campaigns, and internal processes to answer a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries.

• Assist with special projects, as needed (i.e. testing, outbound clienteling initiatives, etc.)

Client Relationship Management:

• Consistently seek new product knowledge to act as an expert for CITY Boots
• Cultivate new and existing client relationships through exceptional service
• Consistently and accurately capture client data for relationship building, effectively utilizing the tools that are available
• Build lasting relationships with customers by delivering first call resolution and taking ownership of every scenario

Sales Achievement:

• Display strong selling skills; overcome objections and ask probing questions to close sales and gain understanding of client needs and motivations

• Act as a referent and provide recommendations for an exceptional client experience
• Ability to manage a digital book and receive commission from clienteling

JOB PROFILE

Education:

• Bachelor’s degree preferred but not required, especially in Fashion, Retail or related field

Required Experience:

• 3+ years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired

Technical Skills/Abilities:

• Experience in eCommerce, luxury retail sector preferred ( Fashion, Jewelry, etc)
• Must display a high level of maturity, poise, and sound business judgment to work with luxury and exceptionally demanding clients
• Ability to quickly absorb extensive information on our brands’ history, product offerings and communications/advertising program
• Technology
• Confidence and technical agility to learn and use multiple applications and systems; ability to multitask on a daily basis between those tools.
• Proficiency with Microsoft Office
• Experience using Shopify, CRM (Kustomer), or other comparable email and chat management tools a plus
• Additional preferred abilities include…

• Social media experience
• Comfort with virtual and video-based client interactions and sales
• Knowledge of high-end fashion

Personal Skills:

• Schedule
• Flexible and availability to work within these hours of operation: Monday thru

Friday (9am-5pm), Saturdays (11am-4pm)

• Flexibility to work holidays
• Ability to travel as required

• Excellent verbal and written communication skills
• Computer literacy
• Client-focused
• A passion to assist, whether with clients, internal partners, developing teams
• Developing, promoting, and communicating empathy for clients and partners
• Ability to handle highly sensitive clients and situations
• Strong understanding of formal and informal etiquette and manners

• Organized and efficient for day-to-day operations
• Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• Fort Worth, TX 76107: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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