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Position Details:
RH is an innovative luxury brand that creates spaces that blur the lines between residential and retail. RH is positioned as a lifestyle brand and design authority, offering dominant assortments across a growing number of categories. Our unique product development, go-to-market and supply chain capabilities enable us to offer a compelling combination of design, quality and value that we believe is unparalleled in the marketplace.
The Customer Service Representative will provide and deliver first-class service to our customer while creating a luxury experience. The Customer Service Representative will remove obstacles, provide support, and feel empowered to do the right thingĀ. They will have a passion for design and home furnishings and will focused on strategy and execution. Our Customer Service Representative will have a sense of personal style, polished appearance, refined taste and a discerning eye for luxury.
RESPONSIBILITIES
Live Our Values: People, Quality, Service and Innovation
Deliver luxury, Omni-channel service to our customers (inbound and outbound)
Provide true continuity of experience between our galleries, source books, website, delight centers and home delivery centers through living Our Values and demonstrating a passion for RH
Manage complex customer orders involving cross-functional partners and play a key role in achieving service level goals
Resolve issues independently; Order management (enter, update, lookup, return, exchange and cancellations) supporting customers with every step of the journey
Work in close partnership with galleries and home delivery centers to resolve all customer issues or concerns
Drive revenue through customer satisfaction, product knowledge and unparalleled service
Provide precise and accurate information regarding RH products supporting calls/emails/chats into sales (including cross selling)
Cultivate relationships and offer personalized, dedicated service to VIP customers
Cultivate cross-functional relationships at all levels to deliver timely solutions to our Customers
Display professional workplace behavior with all levels of leadership
REQUIREMENTS
Luxury customer service experience working with high-profile customers preferred
Must possess the poise and confidence to interact with high-profile customers while maintaining confidentiality
A keen understanding of luxury needs and expectations
Possess outstanding luxury selling behaviors; listening and responding to customer needs
Set the standard for customer service by ensuring the very best service levels at all times
Demonstrate exceptional communication across all contact channels including email and phone
Excellent verbal and written skills are essential
Strong aptitude and comfort navigating across multiple systems and applications including Microsoft Suite/Salesforce
Team player with a positive attitude
Resourceful, creative problem solver
Drives to meet and exceed goals and customer expectations
Must prioritize and multitask in a fast paced dynamic environment
Open to learning and developing new skills and processes
Ability to work a flexible retail schedule: including some weekends, evenings, and key event days
PHYSICAL REQUIREMENTS
Ability to maneuver effectively around an office environment
Frequent sitting for long periods; occasional walking, standing, pushing, pulling, bending
