Manager - Client Relations Center

The Team

The Client Relations Center team oversees all content and aspects of the Hermes.com business while supporting omnichannel services and client phone/email/ live chat inquiries in partnership with US flagship boutiques.

The Opportunity:

As the Client Relations Center Manager, you will manage and support, train, coach, and develop the Client Relations Center team in daily activities relating to store and ecommerce CLIENT RELATIONS. The Manager demonstrates high level customer service and elevate overall client experience in all interactions.

This position is based out of our NY and Jamesburg, NJ offices - candidate must be able to work from both offices.

About the Role:

• Manage and support the Client Relations Center team in daily responsibilities including, but not limited to: coaching and tracking team productivity, reviewing and evaluating Coordinator phone and email interactions for quality assurance, supporting Coordinators in answering phone and email inquiries, placing orders, resolving FedEx delivery issues, and answering voicemails as needed
• Ensure all client requests are handled in a timely manner.
• Demonstrate and implement product knowledge, policies, and procedures.
• Resolve eCommerce and store client escalations.
• Manage Client Relations Center Coordinators and Supervisors to ensure all daily responsibilities are being met and schedule regular touch bases.
• Support in writing and delivering onboarding and annual performance reviews for team.
• Manage appropriate talent bank and fill positions with high quality candidate
• Continue to develop analytical and leadership skills with ongoing trainings
• Flexible schedule to meet the needs of the business, including extended holiday hours during designated periods throughout the year

Supervisory Responsibility:

• Yes – Coordinator and Supervisor level direct reports

Budget Responsibility:

• Yes – assist department in achieve fiscal goals and management of team overtime

Decision Making Responsibility:

• Yes – customer experience and follow-ups

About You:

• 3-5 years of experience, in similar call center and/or customer service environment
• Saturday & Sunday availability required
• Management experience required
• Strong ability to exercise appropriate judgement
• Proven excellence at communication skills (verbal and written) and ability to multitask
• Strong knowledge of Microsoft Excel and Word
• Previous call center and/or customer service team experience preferred
• Knowledge of French is helpful

The range for this position is $78,899.93 to $131,499.88 annually. Actual rates are determined based on the job, location, and individual experience.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.