About the Role: 

The Sr. Customer Relations Specialist is responsible for providing guidance, direction, leadership, and assistance to the Customer Relations Specialist team while responding to guest complaints and inquiries in an expedient manner and delivering customer service in a contact center environment. The individual in this role is the first point of escalation for the Customer Relations team and is responsible for further escalating unresolved customer cases or issues to the Customer Service Manager, when necessary.

Primary Responsibilities Include: 

• Responding and resolving complex customer calls, emails, and letter requests regarding product problems, services, or general questions with a high level of professionalism 

• Communicating timely with partners, multiple internal and external partners, and customers, to expedite resolution to customer purchase matters

• Examining appraisals, sales receipts and correspondence to determine validity of a claim and next course of action

• Opening and updating customer claim information in the CMS and logs during and after each communication

• Controling end to end case management and providing customers with status updates

• Fulfilling the individual qualitative and quantitative level of the service objectives

• Serving as the first point of escalation to the Customer Relations Specialist team

• Initiating the escalation process for unresolved customer cases or issues

• Preparing and publishing various CMS reports of open/closed claims, utilize report to manage claims

• Updating the Management team with production, workflow, project status, and concerns

• Planning and distributing the Customer Relations team workload accordingly to meet level of service targets

• Assist in providing day-to-day leadership and leading the team to success in achieving goals

• Assist in providing two-way feedback to motivate high performance and productive environment

• Facilitating communication among team members

• Perform QA audits of quality and timeliness of responses and resolution to guest requests

• Developing, improving, and updating, workflow procedures to enhance team efficiency

• Logging and processing customer returns; shipping merchandise to passengers, or vendors as necessary

• Participating in Physical Inventories as scheduled

• Proficient and experienced in using CMS systems, advanced MS Outlook, Excel, Word, PowerPoint, and system skills are essential

• Minimum 3 years of administrative/office experience in a fast-paced environment

• Minimum 3 years of after-sales retail Contact Center experience in a lead role in a fast-paced customer-focused environment

• Experience in performing QA call center audits and providing feedback

• Accurately perform data entry of text and numeric information at a rate of at least 35 wpm from spoken and printed sources

• Prior experience in fine watches, jewelry, or luxury retail goods preferred

• Spanish or another 2nd language (French, Portuguese, Mandarin) preferred

• Minimum 2 year Associates Degree