Job Description

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.

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