Concierge Team Member
Hammitt Los Angeles is a rising star in the world of luxury accessories specializing in functional and timeless leather goods. Designed in Hermosa Beach, California, their products are meant to be worn, felt, and loved for a lifetime. With over 800 boutiques and department store locations, three flagship stores in Southern CA, and exponential online and international growth, Hammitt is poised for continued success.
Our customers maintain loyalty to our brand as we promise an investment that will last a lifetime - guaranteed TLC and free repairs. Over the 16 years of our existence, Hammitt has experienced rapid growth and a strong brand identity. We thrive in a dynamic environment that values hard work and recognizes excellence. Our team is made up of top-tier leaders, visionary thinkers, innovators, and high achievers who drive our success.
“FEEL IT. LOVE IT. HAMMITT.”
Hammitt is seeking an experienced customer service/concierge representative to work with the Concierge Lead and team to create resolutions, have a listening ear, and provide white-glove treatment to our clients. We are looking for an individual with a passion for problem-solving, providing outstanding customer experiences, and a drive to provide top-tier customer service.
Your Role & Responsibilities:
-Applies knowledge of company products/services to efficiently answer customer inquiries via phone call, email, and chat
-Advocates for our customers, delivering superior service
-Addresses online and retail customers, team, or company emails quickly and effectively
-Problem-solving for customers quickly and efficiently, delivering clear, concise, and well-organized messages, written and verbal
-Maintains an understanding of trends and strengths of the competition
-Partners with the Warehouse team or any other necessary teams to communicate order updates or customer request needs
-Provides customer feedback on product, site, or operational issues
-Communicates feedback for proposed site enhancements to support improved user experience
-Partners cross-functionally with the team to effectively improve customer experience
-Documents customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
-Communicates areas for improvement in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
-Applies knowledge of company products/services/information in order to respond to inquiries and complaints in a diplomatic manner
-Builds and maintains quality relationships with customers with the goal of increasing the volume of sales consistently through cross-selling and up-selling products
-Remains current on Hammitt product lines and Concierge platforms and tools
-Takes initiative, anticipates and responds quickly to problems, and takes appropriate action
-Displays resourcefulness – responds creatively, practically, and with composure to challenging situations
-Prioritizes effectively – based on expectations and business goals, assess the importance of tasks and issues, communicating to the Senior Manager as appropriate
-Practices good business decision-making by analyzing information from a variety of sources to make effective decisions and solve problems
Knowledge, Experience, and Skills:
-Minimum Education required: Associates or Bachelors degree preferred
-Minimum Experience required: 1-3 years experience in consumer-facing role
-Strong work ethic and high levels of empathy, ability to understand, assess and problem-solve effectively
-Detail-oriented, driven, confident, and articulate, strong verbal, interpersonal, and written communication skills
-Time management, professionalism, analytical and organizational skills
-Positive approach to change and can-do attitude to drive business results
-Self-starter with the ability to share process-improvement ideas in a team environment
-Ability to establish and maintain effective relationships with team and other colleagues
-Shopify, NetSuite, and Gorgias experience a plus
-Computer skills to include Excel, Email, and other relevant retail applications
-Ability to be bold and thrive in fast-paced and growing environment
Job Type: Full-time
Salary: $20.00 - $22.00 per hour
Expected hours: 40 hours per week Full time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- Monday to Friday (flexibility)
- Weekends as needed
Ability to commute/onsite:
- Hermosa Beach, CA 90254: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer service: 1 year (Required)
Shift availability:
- Day Shift (Required)
- Weekends (Required)
Work Location: In person
