Resolution Team Lead, Client Service Center

Irving, United States
19 December 2021
Permanent Job

Position

Louis Vuitton is seeking a Resolutions Team Lead for their Client Service Center in Irving, Texas who will be an ambassador of the brand and the Client, demonstrating an active, genuine passion for ensuring every client is delighted. This role will take a proactive approach to share all issues and concerns with the Resolution Manager, taking personal responsibility for solving problems and presenting possible solutions. The Resolution Team Lead will perform Client Case Analysis, understand client expectations and work towards a solution that delights the client.

Key Responsibilities for the role are:

  • Supervise the day-to-day activities of Resolution Experts in charge of handling contacts from LV clients in need of high-level support
  • Ensure business opportunities are maximized through efficient floor management, being a visible presence and support, exploring creative solutions that will benefit the Client and the brand, resolving complex client situations and ensuring the Louis Vuitton Promise standards are achieved
  • Proactively provide feedback to Resolution Manager when training opportunities are presented via a resolution engagement regarding team and/or individual advisor performance.
  • Be a partner to the Resolutions Manager, providing feedback, which will then feed to Executive Leadership within Client Services
  • Proactively share all issues and concerns with Resolution Manager, taking personal responsibility for solving problems and presenting possible solutions
  • Support Resolution Manager by providing consistent coaching, helping to identify the team’s development and training needs, and offering suggestions for individual action plans
  • Partner with Resolution Coordinator for audits and trends impacting overall Client Experience
  • Participate in call calibration sessions with Resolution Manager

Profile

This role will suit individuals who can thrive in a dynamic and flourishing work environment as well as work autonomously, be detail-oriented and able to handle high volume and multi-task workload. The ideal candidate has excellent verbal and written communication skills and has heightened listening and problem-solving skills. They should have 3-4 years’ experience in a similar role leading people, be proficient in Microsoft Office, demonstrate a positive and enthusiastic attitude; be a team player and able to build good professional working relationships with peers and management in a multilingual and multicultural environment. Given the nature and geographical scope of the Service Center’s clientele, we require that all employees are fully committed to working flexible hours, including nights and weekends, to meet the demands of the industry.

Additional information

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

In addition to a generous benefits package, unparalleled career development opportunities, both locally & globally, as an employee at Louis Vuitton, you can expect to be provided with industry leading training which will offer you an in-depth insight into the luxury and retail environment.

Reference: LVM15074