The Client Service Assistant Manager will have overall responsibility for supervising a contact center that reinforces our brand and ensures we deliver a superior client experience.
This role will report to the Associate Director, Consignor Relations and will oversee the service team and implement policies and procedures. In addition, this role will serve clients (internal and external) through the development and implementation of continuous systems and process improvements.
Along with daily management of the team and department, the Manager will focus on developing processes that will enable improved productivity and efficiencies leading to a successful outcome. A focus on implementing best practices aiming to maximize client satisfaction.
What You Get To Do Every Day
- Work with the Client Service Manager(s) and Associate Director regarding the daily operation of the contact center to include development, analysis, and implementation of staffing, training, and scheduling
- Help implement contact center strategies and operations, improving systems and processes, to ensure a positive consignor experience
- Supervise and coordinate a team of Seniors, and Consignment Concierge specialists; motivate and encourage agents through positive communication and feedback
- Monitor contact center results to identify and resolve performance trends to ensure the attainment of goals and targets
- Provide communication and follow up to ensure agents are fully informed of all new information related to products, procedures, consignor needs, and company issues, changes, or actions
- In partnership with the Client Service Manager(s) and Associate Director, determine department procedures, prepare work schedules, and expedite workflow
- Responsible for hiring, termination, and performance management discussions
What You Bring To The Role
- 3-5 years of supervisory experience in a similar role within a Contact Center or similar environment requiring team management and systems utilization towards service objectives; luxury experience preferred
- Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office
- Problem analysis and solving skills, demonstrating good judgment
- Strong organizational and planning skills including Workforce Management
- Superior verbal and written communication skills
- Must be able to work flexible hours; schedules may vary
The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with more than 20 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women’s and men’s fashion, fine jewelry and watches, art and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off and direct shipping. We do all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as handling shipping and customer service. At our 13 retail locations, including our eight shoppable stores, customers can sell, meet with our experts and receive free valuations.
The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
GHR7283
The RealReal
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