Digital Care Services Specialist – 2nd Shift Full Time

The Digital Care Services Specialist is responsible for servicing our valued Louis Vuitton clients through proper and accurate handling of inquiries related to Client Care Services via phone, email, and video. The Digital Care Services Specialist will also be responsible for achieving assigned objectives in the areas of productivity and quality as well as maintaining high operational standards and efficient use of key systems.

Job responsibilities

• Conduct thorough and precise product assessments to identify repair needs and provide care instructions to our valued clients.
• Evaluate all incoming repairs to verify the condition of the item against store documentation, determining if the product is repairable.
• Partner with leadership to access the JDE system to obtain technical data and process repairs when specific instructions are unavailable.
• Consistently achieve KPI goals related to email and phone quality, as well as productivity & efficiency.
• Handle a variety of customer calls, including payment collection, quotations, store-related service inquiries, and general customer service inquiries.
• Troubleshoot and analyze repair-related issues, often requiring in-depth research and coordination with operational and leadership teams.
• Deliver exceptional customer service daily by adhering to Quality Standards, Louis Vuitton Etiquette, and Louis Vuitton Core Values.
• Collaborate with Product Assessment, Logistics, and Client Services teams to ensure client feedback is properly communicated.
• Address customer complaints promptly and courteously, maintaining a client-centric, elevated approach.
• Consistently follow department and company policies and procedures.
• Stay informed about product updates, company initiatives, and departmental changes.
• Expertly use all required systems to perform tasks.
• Document all calls and email correspondence to track customer inquiries, feedback, and complaints using CRM software.
• Participate in department meetings, training sessions, and company-wide initiatives.
• Contribute to process improvement projects and recommend enhancements.
• Perform additional duties as assigned to support our business objectives and goals.

Schedule: Tuesday through Friday, 01:30 PM – 10:00 PM, Saturday 09:30 AM – 06:00 PM

Compensation: $21 per hour plus $2 shift differential

Profile

• Ideally 3 – 5 years of experience in Customer Service
• GED certificate or High School diploma
• Exceptional Client Centric mindset
• Excellent verbal and written communication skills
• Ability to learn quickly and maintain a high-performance level in a fast-paced environment
• Excellent organization skills and effective time-management skills
• Be proactive, solution-driven and detailed-oriented
• Work both independently and as part of a team
• Exceptional interpersonal skills; ability to interact with all levels of employees within the organization
• Ability to handle multiple tasks simultaneously
• Self-starter; ability to work with minimal supervision
• Punctuality and schedule flexibility are essential

Additional information

Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and prosper. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture passionate about meaningful strategies aimed at crafting an inclusive workforce.

Reference LVM32325