Our client, a prestigious luxury brand, is seeking an experienced Assistant Customer Service Manager to join their Bergen County team on a contract basis. This role will provide hands-on leadership and day-to-day operational support to Customer Care Specialists, ensuring exceptional service standards and an outstanding customer experience.
Key Responsibilities
Customer Service & Escalation Management
- Provide in-the-moment guidance to Specialists handling customer inquiries and orders, offering recommendations for resolving concerns.
- Identify and manage potential escalations, ensuring optimal resolutions that align with brand standards.
- Review customer feedback and identify opportunities to enhance service quality and operational processes.
- Share positive and negative experience cases with management, highlighting trends and customer insights.
Operational Oversight
- Monitor daily performance of phone, email, and chat channels to maintain SLA compliance.
- Provide back-up support for customer queues during high-demand periods.
- Handle special and high-value orders, including high AOV, special creations, and custom requests.
- Assist with or lead high-level projects as needed.
Team Leadership & Development
- Supervise, coach, and mentor a team of Customer Care Specialists, including seasonal staff.
- Motivate and encourage team members through positive feedback and recognition.
- Hold team members accountable for meeting performance goals, conducting evaluations in real-time, weekly, and monthly.
- Partner with the Training and Communications Supervisor to identify development opportunities and reinforce key communications.
- Conduct regular team and one-on-one meetings to review progress and address concerns.
Daily & Monthly Supervisory Tasks
- Manage escalation queues, team chats, and shared inboxes.
- Compile daily productivity and availability metrics for each team member.
- Ensure ROTA assignments and special order processing are completed accurately.
- Deliver monthly one-on-one sessions with each direct report using performance tracking tools.
Qualifications
- 3+ years of customer service leadership experience, preferably in a luxury retail or high-end brand environment.
- Strong problem-solving and escalation management skills.
- Proven ability to coach, motivate, and hold team members accountable.
- Excellent communication, organization, and time management skills.
- Proficiency in Microsoft Office and CRM systems; familiarity with order management platforms is a plus.
- Ability to work in a fast-paced environment while maintaining exceptional service standards.