Corporate Concierge

1 month ago

Hermosa Beach, California, United States Hammitt Full time
About Hammitt

Hammitt is a luxury accessories brand specializing in functional and timeless leather goods. With over 800 boutiques and department store locations, three flagship stores in Southern CA, and exponential online and international growth, Hammitt is poised for continued success.

We thrive in a dynamic environment that values hard work and recognizes excellence. Our team is made up of top-tier leaders, visionary thinkers, innovators, and high achievers who drive our success.

Our mission is to provide an investment that will last a lifetime - guaranteed TLC and free repairs. We promise an exceptional customer experience, and our customers maintain loyalty to our brand.

About the Role

We are seeking an experienced customer service/concierge representative to work with the Concierge Lead and team to create resolutions, have a listening ear, and provide white-glove treatment to our clients.

The ideal candidate will have a passion for problem-solving, providing outstanding customer experiences, and a drive to provide top-tier customer service.

Key Responsibilities
  • Apply knowledge of company products/services to efficiently answer customer inquiries via phone call, email, and chat
  • Advocate for our customers, delivering superior service
  • Address online and retail customers, team, or company emails quickly and effectively
  • Problem-solving for customers quickly and efficiently, delivering clear, concise, and well-organized messages, written and verbal
  • Maintain an understanding of trends and strengths of the competition
  • Partner with the Warehouse team or any other necessary teams to communicate order updates or customer request needs
  • Provide customer feedback on product, site, or operational issues
  • Communicate feedback for proposed site enhancements to support improved user experience
  • Partner cross-functionally with the team to effectively improve customer experience
  • Document customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Communicate areas for improvement in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
  • Apply knowledge of company products/services/information in order to respond to inquiries and complaints in a diplomatic manner
  • Build and maintain quality relationships with customers with the goal of increasing the volume of sales consistently through cross-selling and up-selling products
  • Remain current on Hammitt product lines and Concierge platforms and tools
  • Take initiative, anticipate and respond quickly to problems, and take appropriate action
  • Display resourcefulness – respond creatively, practically, and with composure to challenging situations
  • Prioritize effectively – based on expectations and business goals, assess the importance of tasks and issues, communicating to the Senior Manager as appropriate
  • Practice good business decision-making by analyzing information from a variety of sources to make effective decisions and solve problems
Requirements
  • Minimum Education required: Associates or Bachelors degree preferred
  • Minimum Experience required: 1-3 years experience in consumer-facing role
  • Strong work ethic and high levels of empathy, ability to understand, assess and problem-solve effectively
  • Detail-oriented, driven, confident, and articulate, strong verbal, interpersonal, and written communication skills
  • Time management, professionalism, analytical and organizational skills
  • Positive approach to change and can-do attitude to drive business results
  • Self-starter with the ability to share process-improvement ideas in a team environment
  • Ability to establish and maintain effective relationships with team and other colleagues
  • Shopify, NetSuite, and Gorgias experience a plus
  • Computer skills to include Excel, Email, and other relevant retail applications
  • Ability to be bold and thrive in fast-paced and growing environment
Work Environment

Hammitt is located in Hermosa Beach, CA 90254. The ideal candidate will be able to commute to our location or relocate before starting work.

This is a part-time position, with 15-25 hours per week. The schedule will include some weekdays and some weekends.

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