Senior Customer Service Representative

The Senior Customer Service Representative handles inbound and outbound contacts from our clients efficiently and thoroughly via email, social media, live chat and phones. They act as subject matter experts in all Policy and Procedures within Customer Service. They support the team and management by taking escalated client contacts and see matter through to resolution. In addition, the Senior Representatives will be responsible for leading training classes, address any light coaching opportunities within the team, serving as an on-floor lead when management is not present, and executing on projects given by the Customer Service Managers or Directors on an ad hoc basis.

What You Get To Do Every Day

• Responds to customers in an efficient, friendly, and professional manner over the phone, email, social media or live chat.
• Handles escalated client contacts when needed.
• Demonstrate and uphold department and company policies and procedures.
• Provides light coaching opportunities as needed.
• Monitors email and phone queue to ensure agents are adhering to breaks and out of queue thresholds.
• Assists department leadership in monitoring team. 
• Displays a positive attitude and work with integrity.
• Act as a leader amongst peers.
• Executes projects assigned by department Managers/Directors as needed.

What You Bring To The Role

• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how the job relates to others; uses resources effectively.
• Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Is able to balance out the best interest for client and company. 
• Communication - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; selects and uses appropriate communication methods.
• Cooperation - Exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
• Managing Customer Focus - Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret written information.
• Impact & Influence - Pursues and wins support for ideas; displays ability to influence key decision-makers; achieves win-win outcomes; uses authority appropriately to accomplish goals; addresses divergent opinions.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; supports affirmative action and respects diversity.
• Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; adapts strategy to changing conditions.
• Adaptability - Adapts to changes in the work environment; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Initiative - Takes independent actions and calculated risks; asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; develops realistic action plans.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Quantity - Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.
• Confidentiality - Is able to keep any non-public information shared by the management or the company confidential. 
• Professionalism- Is able to maintain a high level of professionalism despite any challenging situations that may arise. 

The RealReal is the world's largest online marketplace for authenticated, consigned luxury goods. 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 150+ 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 hundreds of brands, from Gucci to Cartier, supporting the circular economy. We make consigning effortless with free in-home pickup, drop-off service and direct shipping for individual consignors and estates. At our stores in LA, NYC and San Francisco, customers can shop, consign, and meet with our experts. At our 10 Luxury Consignment Offices, four of which are in our retail stores, our expert staff provides free valuations. Founded in 2011 and listed publicly in 2019 (Nasdaq: REAL), we're growing fast and fundamentally changing the way people buy and sell luxury - a multi-billion dollar industry. Build your career with us and enjoy 401K matching, health, dental and vision insurance, commuter flex spending, healthcare flex spending, generous PTO, a mother's room, and flexible work hours!

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, consistent with legal requirements. 

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.

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