Customer Success Specialist
23 hours ago
Lewisville
The Stylist Success Specialist position will help J.Hilburn Stylists feel confident and equipped to provide 5 star concierge service to their Clients and grow their business while also ensuring that the Stylist feels valued by the company. Core Accountabilities and Responsibilities 5-star Concierge Service • Concierge service mentality: Demonstrate a relentless commitment to supporting Stylist business success with a proactive, solutions-first approach., • Multi-channel responsiveness: Deliver timely, white-glove service via phone, email, live chat, and text channels to support Stylist and Client inquiries., • Fit and product support: Provide guidance and advice on product fit, design, and ordering to support Stylist expertise and Client satisfaction., • Problem resolution: Troubleshoot complex issues with persistence and professionalism, ensuring complete and satisfying resolution for the Stylist. Stylist Partnership Development • Business partnership mindset: Build authentic relationships with Stylists and act as a trusted partner in their business growth., • Proactive outreach: Identify opportunities to check in with Stylists, support onboarding or transitions, and proactively offer help without being asked., • Insight sharing: Surface useful trends or recurring challenges to company leadership to improve systems and drive service enhancements., • Advocacy and follow-through: Ensure the Stylists will feel seen, heard, and supported by owning their issue from start to finish. Knowledge and Process Execution • Policy and procedure fluency: Continously learn knowledge of J.Hilburn processes, programs, and systems accurately in daily support., • Knowledge base utilization: Reference and contribute to the internal knowledge base to support continuous service quality improvement., • Process adherence: Follow standard operating procedures to ensure consistency and professionalism in every interaction., • Documentation and ticketing: Accurately record service requests, updates, and resolutions in the appropriate systems. Cross-functional Collaboration • Stylist Success Team Collaboration: Communicate openly and respectfully with peers, sharing knowledge and supporting group success., • Cross-functional Team Collaboration: Collaborate respectfully and effectively with other departments to align on solutions, share insights, and support Stylist-facing initiatives. Required Knowledge, Skills, and Abilities • Delivering support across multiple channels (phone, email, chat, sms) in a fast-paced, • Strong problem-solving, communication, and relationship management skills., • Strong proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with CRM systems (e.g., Zendesk, Salesforce, Freshdesk)., • Ability to resolve complex service issues with a high level of professionalism, persistence, and empathy., • Providing fit and product advice, ideally within apparel, tailoring, or styling environment., • Proven record of adaptability and resilience while thriving in a fast-paced environment by staying composed, flexible, and ready to take initiative., • Working with independent contractors, business owners, or Stylists, offering tools, guidance, and support to help grow their business. Required Education and Experience • Bachelor’s degree in Fashion Merchandising, Business, Communication, or a related field preferred., • 5+ years of customer service or sales experience, preferably in high-end retail client-facing, apparel/fashion, e-commerce, or concierge services., • Familiarity with interpreting and navigating backend order systems, customer profiles, and inventory tools., • Familiarity with building successful rapport and loyalty with clients., • Proven record of adaptability and resilience while thriving in a fast-paced environment by staying composed, flexible, and ready to take initiative., • Familiarity with CRM systems, ticketing platforms, or customer support software (e.g., Zendesk, Salesforce, Freshdesk, etc.). Travel • There is minimal anticipated travel required for this position., • Annual and Semi-Annual Company Conferences, usually in the DFW area This is an ONSITE position 4 days/week, Monday through Thursday, Fridays are remote and occasionally on the weekend.