Client Services Specialist

1 Month ago • All levels

Job Summary

Job Description

FASHIONPHILE is revolutionizing the ultra-luxury fashion experience by creating a sustainable alternative to extend the life cycle of products and make them more accessible. They are seeking friendly and detailed individuals to join their Client Services team as a Client Services Specialist in their Lehi, Utah office. This full-time, onsite role involves handling inbound and outbound customer communications (calls, chats, emails) to address inquiries about luxury resale, authentication, pricing, and policies. The specialist will de-escalate situations, guide customers, process orders, and collaborate with internal departments to provide exceptional service. A positive attitude, strong work ethic, and ability to multitask are essential.

Must have:

Excellent verbal and written communication skills
Strong conversationalist
Knowledge of Customer Service principles
Ability to work independently and in a team
Integrity and strong work ethics
Positive mindset and team player
Ability to multitask, prioritize, and manage time
Open to feedback and learning
Strong proficiency in eCommerce platforms

Good to have:

Knowledge of high-end luxury customer service
Prior call center experience (at least 1 year)
Prior experience with phone, email, and/or chat systems
Prior experience with RingCentral or Salesforce

Perks:

Medical, Dental and Vision Coverage
FSA options
Paid Time off, Paid Sick Time, and Paid Holidays
401(k) with generous match program
Free Life Insurance and AD&D
Long Term Disability Insurance
Employee Discount

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Job Details

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. Responsibilities include:

About the Opportunity

The Customer Service Specialist (CSS) role in our Lehi, Utah office is a full-time, onsite position with a schedule of 40 hours per week across five days. FASHIONPHILE is currently hiring for two shift options: 7:30 AM – 4:00 PM or 9:45 AM – 6:15 PM, Monday through Friday. As our business and customer needs evolve, shift schedules may be adjusted in the future to include evening or weekend coverage.

This role is more than just answering questions—it’s about delivering an exceptional luxury experience while handling complex inquiries related to luxury resale, authentication, pricing, and policies. Our customers expect clear, accurate, and professional communication, whether by phone, chat, or email. The ideal candidate is a strong communicator, problem-solver, and brand ambassador who thrives in a fast-paced, high-touch environment.

We are seeking friendly and detailed individuals to join our Client Services team as a Client Services Specialist (onsite/in-person) located in our Lehi, Utah location! Responsibilities include:

Take inbound (95%) and outbound (5%) customer calls and/or chats and emails to provide accurate, satisfactory answers to their queries and concerns, averaging 40 calls per day.
Will be working with Domestic and International customers in regard to fees, claims, protocols and procedures.
De-escalate situations involving dissatisfied customers, offering assistance and support.
Guide callers through troubleshooting, navigating the company site, or using the products or services.
Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items.
Processing orders, transactions and updating customer account information as needed.
Researching required information using available resources.
Identifying, escalating priority issues and reporting to the high-level management.
Routing inbound calls to the appropriate FASHIONPHILE locations and resources.
Completing call notes and call reports as necessary and documenting all call information according to standard operating procedures.
Communicate and collaborate with internal departments to successfully provide the highest level of customer service.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information.
Utilizing software, databases, scripts, and tools appropriately.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
Taking part in training and other learning opportunities to expand knowledge of company and position.
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
Educate customers on products and services provided by FASHIONPHILE.

What We’re Looking For

Excellent verbal and written communication skills
A strong conversationalist who can be personable and connect with a range of personalities
Working knowledge of Customer Service principles and valuing the client experience
Knowledge of high-end luxury customer service preferred but not required
Ability to work independently and/or as part of a team as needed
Must have integrity and consistently exhibit strong work ethics
A positive mindset and a great team player
Ability to multitask, prioritize and manage time effectively
Individuals who are open to receiving feedback and are always willing to learn
Strong proficiency working with eCommerce platforms
Prior experience (at least 1 year) working in a call center environment preferred
Prior experience (at least 1 year) using phone, email and/or chat systems preferred
Prior experience working with RingCentral or Salesforce strongly preferred

What We Offer

Medical, Dental and Vision Coverage
FSA options for Medical, Dependent Care & Commuter Benefits
Paid Time off, Paid Sick Time, and Paid Holidays
401(k) with generous match program
Free Life Insurance and AD&D
Long Term Disability Insurance
Employee Discount

Pay Rate: This Position Begins at $20.00/HR for all New Hires into FASHIONPHILE's Lehi, Utah Location.

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.