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

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