Manager - Client Relations Center

$78,900 - $131,500/Yr

Evri - New York, NY

Full-time - Mid Level

New York, NY

Professional, Scientific, and Technical Services

About the position

The Client Relations Center team at Hermes is responsible for overseeing all content and aspects of the Hermes.com business, while also supporting omnichannel services and addressing client inquiries through phone, email, and live chat in collaboration with US flagship boutiques. As the Client Relations Center Manager, you will play a pivotal role in managing and supporting the team, ensuring that they are well-trained, coached, and developed in their daily activities related to client relations for both store and ecommerce operations. This position is based out of our New York and Jamesburg, NJ offices, and candidates must be able to work from both locations. In this role, you will manage the Client Relations Center team by coaching and tracking team productivity, reviewing and evaluating Coordinator interactions for quality assurance, and supporting them in handling phone and email inquiries. You will also be responsible for placing orders, resolving FedEx delivery issues, and addressing voicemails as necessary. It is crucial to ensure that all client requests are handled promptly and efficiently, demonstrating a high level of customer service to elevate the overall client experience in every interaction. You will implement product knowledge, policies, and procedures effectively, and manage escalations from both eCommerce and store clients. Additionally, you will oversee the Client Relations Center Coordinators and Supervisors, ensuring that all daily responsibilities are met and scheduling regular touch bases to maintain team alignment. Your role will also involve writing and delivering onboarding and annual performance reviews for team members, managing the talent bank, and filling positions with high-quality candidates. Continuous development of analytical and leadership skills through ongoing training will be a key focus, along with maintaining a flexible schedule to meet business needs, including extended holiday hours during peak periods.

Responsibilities

• Manage and support the Client Relations Center team in daily responsibilities.
• Coach and track team productivity.
• Review and evaluate Coordinator phone and email interactions for quality assurance.
• Support Coordinators in answering phone and email inquiries, placing orders, and resolving FedEx delivery issues.
• 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.
• Schedule regular touch bases with the team.
• Support in writing and delivering onboarding and annual performance reviews for team members.
• Manage appropriate talent bank and fill positions with high-quality candidates.
• Continue to develop analytical and leadership skills with ongoing trainings.
• Maintain a flexible schedule to meet the needs of the business, including extended holiday hours.

Requirements

• 3-5 years of experience in a similar call center and/or customer service environment.
• Management experience required.
• Strong ability to exercise appropriate judgment.
• Proven excellence in communication skills (verbal and written).
• Ability to multitask effectively.
• Strong knowledge of Microsoft Excel and Word.
• Previous call center and/or customer service team experience preferred.
• Knowledge of French is helpful.

Nice-to-haves

• Knowledge of French is helpful.