What are the responsibilities and job description for the Senior Client Services Specialist position at The RealReal?
About The Role
The Senior Specialist handles escalated inbound and outbound contacts from our clients efficiently, and thoroughly via email, social media, messaging, and phones. They act as subject matter experts in all Policy and Procedures within the Client Service department. They support the team and management by taking escalated client contacts and see matter through to resolution. In addition, the Senior Specialist will be responsible for leading training classes, address any light coaching opportunities within the team, serving as an on-floor lead when management is not present, and executing projects given by the Client Services leadership team on an ad hoc basis.What You Get To Do Every Day
Responds to customers in an efficient, friendly, and professional manner over the phone, email, social media, or messaging channels.
Handles escalated client contacts when needed
Demonstrate and uphold department and company policies and procedures.
Provides light coaching opportunities as needed.
Monitors email and phone queue to ensure agents are adhering to breaks and out of queue thresholds
Assists department leadership in monitoring team
Displays a positive attitude and work with integrity
Act as a leader amongst peers
Executes projects assigned by department Managers/Directors as needed
What You Bring To The Role
Minimum Requirements:
High school diploma or GED; six months to one year related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization. Additional language a plus.
Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.
Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.
To perform this job successfully, an individual should have knowledge of: Order processing systems; Microsoft Word Processing software; and Google and Zendesk Internet software.
Preferred Requirements:
Customer service in a luxury fashion environment preferred
Familiar with Google Suite preferred
Compensation, Benefits, Perks
Employee Stock Purchase Plan
401K with Company Match
Medical, Dental & Vision Insurance
Paid parental leave
18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work) & 10 Paid Holidays
Find out more about our Benefits here.
The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.
The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Salary : $23 - $27
