Customer Success Specialist Job at J.Hilburn, Lewisville, TX

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  • J.Hilburn
  • Lewisville, TX

Job Description

This is an ONSITE position 4 days/week, Monday through Thursday, Fridays are remote.

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

Job Tags

For contractors, Remote job, Flexible hours, Monday to Thursday,

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