Client Services Specialist

FASHIONPHILE is more than just fashion — we’re revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world's most sought-after brand in luxury re-commerce, we know it's our team members who make it all happen! We value diversity in our people, perspectives, and products. For us, it's the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in-person and through our digital omni-channel experiences. If you're someone who embraces change, is authentic, and wants to make an impact this is the place for you.

About the Opportunity

We’re looking for a Client Services Specialist (CSS) to join us in our Lehi, Utah office. This role is 100% onsite and supports our customers by delivering an exceptional luxury experience while handling complex inquiries related to luxury resale, authentication, pricing, and policies by phone, email and chat. Responsibilities include:

• Handling inbound (95%) and outbound (5%) customer interactions via phone, chat, and email, delivering luxury-level support.
• Assisting domestic and international customers with fees, claims, policies, and procedures.
• Thinking critically and problem-solving to address customer concerns effectively, ensuring a seamless experience.
• De-escalating dissatisfied customers professionally while offering solutions and support.
• Developing expertise in FASHIONPHILE’s authentication, pricing, layaway, and resale policies to provide clear, accurate information.
• Guiding customers through troubleshooting, website navigation, and service usage.
• Processing orders, transactions, and account updates while maintaining accuracy.
• Documenting and escalating priority issues when necessary, ensuring timely resolutions.
• Communicating and collaborating with internal departments to optimize customer service.
• Ensuring clarity and professionalism when explaining policies to customers.
• Engaging in active listening to confirm and clarify customer needs.
• Using software, databases, and tools to manage interactions efficiently.
• Meeting or exceed contact center performance metrics while maintaining high-quality, brand-aligned service.
• Participating in ongoing training and development to stay updated on company processes.
• Acting as a brand ambassador, ensuring every interaction reflects FASHIONPHILE’s luxury and re-commerce values.

What We’re Looking For

• A customer-first mindset with a strong understanding of luxury service expectations.
• Excellent verbal and written communication skills, with the ability to explain complex topics clearly and professionally.
• Strong critical thinking and problem-solving skills—able to adapt quickly and find solutions.
• Ability to stay composed and professional in high-pressure situations, including escalations.
• Exceptional writing skills, with the ability to craft clear, concise, and brand-aligned responses via email and chat.
• Empathetic approach to customer interactions, ensuring positive and effective resolutions.
• Working knowledge of customer service principles and experience providing high-touch, luxury-level support.
• Availability to work nights and weekends as part of the regular schedule.
• A team player who values collaboration but is also comfortable working independently.
• Nice to Have: Prior experience with RingCentral Contact Center or Salesforce.
• Nice to Have: Experience in luxury customer service, e-commerce, or high-end retail.

What We Offer

• On-the-job training to set you up for success.
• Medical, Dental, and Vision Coverage.
• FSA options for Medical & Dependent Care.
• Paid Time Off, Paid Sick Time, and Paid Holidays.
• 401(k) with generous match program.
• Free Life Insurance & AD&D.
• Long-Term Disability Insurance.
• Employee Discount on luxury goods!
• Opportunities for career growth within a rapidly expanding luxury resale company.

Work Shift

Fulltime role completing 40 hours per week across five days. Our operating hours are 8:00 AM - 8:00 PM MT, seven days a week.

Pay Rate

Starting at $20/hr, with opportunities for growth and advancement.

FASHIONPHILE Group LLC is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at HR@fashionphile.com.