Client Care Coordinator

1 week ago

New York, New York, United States Solomon Page Full time
Job Title: Client Care Coordinator

We are seeking a highly skilled Client Care Coordinator to join our team at Solomon Page. As a Client Care Coordinator, you will be responsible for providing exceptional customer service to our clients through various channels, including phone, email, and live chat.

Key Responsibilities:

  • Process in-office device returns, ensuring all components are returned and devices are fully functional.
  • Manage Demo Unit program, including inventory management and shipment of demo devices to teams.
  • Pack and ship select components as needed.
  • Provide cross-functional support on Device Warranty inspections, including packing and returning fully functioning devices.
  • Create and track shipments via UPS Campus Ship.
  • Ensure all clients receive prompt, friendly, and effective support across all channels.
  • Provide real-time chat support via Kustomer, prioritizing and managing multiple customers simultaneously.
  • Answer and return client calls via AirCall phone channel, ensuring timely follow-up and resolution.
  • Respond promptly and professionally to emails and contact forms via Kustomer.
  • Support daily operational needs, including order tracking, replacement orders, and warehouse requests.
  • Utilize product knowledge to enhance customer experience by providing meaningful routine and regimen suggestions.
  • Track missing packages and cross-reference client order history for potentially fraudulent activity via Shopify and Kustomer.
  • Learn internal brand partners and route non-Client Care related inquiries to the appropriate team(s).
  • Monitor shorted and unfulfilled orders and escalate inventory and fulfillment trends to management.

Requirements:

  • 2+ years of experience in a Customer Service role, with phone, email, and chat experience.
  • Minimum 1-year experience with SaaS CRM platforms, with experience with Kustomer a plus.
  • Excellent phone etiquette and a high-energy verbal communication style.
  • Outstanding written and verbal communication, with active listening.
  • Strong sense of urgency, with ownership and a team player mentality.
  • Ability to be creative and think outside the box.
  • Candidates must be flexible and occasionally work outside regular business hours, weekends, and/or holidays to ensure Client Care coverage.
  • Flexibility and responsiveness to changing contact volume.
  • Proficiency in Microsoft Office, Outlook, Teams, and SaaS platforms.
  • Skincare experience or knowledge/passion is a plus.
  • Foreign language fluency is a plus.

We offer a comprehensive benefit program for hourly employees, including medical, dental, 401(k), direct deposit, and commuter benefits. If you meet the required qualifications and are interested in this role, please apply today.

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