Associate Client Care Advisor

Associate, Client Care Advisor

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

About the role:

Join CHANEL's Team in Piscataway, NJ, as a Client Care Advisor and become an integral part of delivering exceptional experiences that embody the timeless values of the House. In this role, you will play a pivotal part in building and nurturing client relationships through various contact channels. Your mission is to provide impeccable service, bringing the essence of our products to life for clients engaged with us remotely.

What impact you can create at CHANEL:

Luxury Service Standards:

• Uphold the highest standards of luxury service, ensuring that every interaction reflects the brand's commitment to excellence.

• Proactively seek opportunities to exceed client expectations and elevate the shopping experience.

Client Relationship Management:

• Cultivate strong, personalized relationships with clients through proactive communication and attentiveness.

• Serve as a dedicated point of contact, understanding each client's unique preferences and needs.

Product Knowledge and Expertise:

• Develop a deep understanding of CHANEL’s products, materials, and craftsmanship.

• Stay informed about new arrivals, trends, and product features to provide accurate and valuable information to clients.

Problem Solving and Conflict Resolution:

• Demonstrate enthusiasm for problem-solving, addressing client inquiries, concerns, and feedback with a solutions-oriented approach.

• Collaborate with other departments and divisionally to ensure timely resolution and exceed client expectations.

Boutique Collaboration:

• Cultivate trusted partnerships with boutique teams and cross-functional stakeholders to deliver a seamless, elevated client journey across digital and in-boutique touchpoints.

• Serve as a strategic liaison between Client Care and boutiques, ensuring alignment on service standards, client communications, order management, and issue resolution to protect and enhance the client experience.

E-commerce Orders and Assistance:

• Assist clients with online purchases, order inquiries, and returns, ensuring a seamless e-commerce experience.

• Collaborate with the e-commerce team to address and resolve issues related to online orders.

Proactive Mindset and Technological Proficiency:

• Proactively bring forward trends and insights to enhance the client experience.

• Showcase tech-savvy skills, navigating systems and tools to optimize efficiency.

Openness to Feedback and Coaching:

• Foster personal and professional growth by being open to feedback and coaching from peers and leadership.

• Actively seek opportunities for improvement and demonstrate a commitment to continuous learning.

Performance & Accountability

• Consistently meet or exceed established operational and quality performance standards, including service level expectations, productivity, case accuracy, and client experience metrics (e.g., quality evaluations, client satisfaction/NPS).

• Maintain a high standard of documentation and case management accuracy to ensure continuity of service and compliance with brand standards.

• Demonstrate strong ownership of your performance by leveraging coaching & feedback, reporting insights, and self-reflection to continuously elevate your impact.

• Balance efficiency with elevated tone of service, ensuring productivity aligns with and supports the CHANEL client experience.

You are energized by:

• Thriving on the opportunity to provide exceptional client experiences, ensuring each interaction reflects the high standards of service expected by our clientele.

• Finding energy in working within a highly collaborative environment, fostering teamwork and shared success.

• Being motivated by the challenge of connecting the dots on problems, showcasing a keen eye for details, and possessing expert problem perception skills.

• Seeking to be in the know and understanding the social media ecosystem, recognizing its impact on client care and brand representation.

• A passion for personal growth and development and actively participating in continuous learning opportunities.

What you will bring to the team:

• A strong ability to empathize with clients, ensuring a customer-centric approach in all interactions.

• Excellent verbal and written communication skills to convey information clearly and professionally.

• Demonstrated problem-solving skills with a proactive mindset, capable of finding creative solutions.

• Flexibility to adapt to changing scenarios and the resilience to handle challenging situations with composure.

• A team-oriented mindset, thriving in a collaborative environment and contributing to the collective success of the team.

• Comfort and proficiency in utilizing CRM systems, call routing, and other relevant tools for efficient client engagement.

• Bringing a positive and enthusiastic attitude to the team, contributing to a supportive and uplifting work environment.

Position Logistics:

• 2-3 years of experience in a related role

• Onsite presence in Piscataway, NJ is required during the onboarding training and foundational ramp period. Hybrid scheduling will be offered upon successful completion of onboarding and demonstrated strong performance, accountability, and independent client management.

• Ability to travel to local CHANEL points of sale, as needed

Compensation:

• The anticipated base hourly range for this position is $25 through $30.

Benefits and Perks:

• Wellbeing resources include dedicated paid time off for wellbeing and a Wellbeing fund

• Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)

• Generous paid time off policies to include vacation, holiday, sick and volunteer days

• 401K, pension and other incentives

• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program

• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking

Flexible Time and Hybrid Work Options:

Corporate/Home Office positions:

• Fully Remote: Role can be conducted from home office, may require occasional travel and/or visits to corporate offices/points of sales.

• Partially Remote: Role requires a minimum of three days in-person office presence at the designated location/office.

• Work-Place Essential: This role requires 5 days in person office at the designated location/office.

Retail/Field/Boutique positions:

• Partially Remote:

• Fragrance & Beauty Field, Fashion Regionals, etc.: Requires in-store presence to develop and coach teams, ensure boutique image and operational standards are upheld and support and create an elevated client experience. Eligible for flex time use.

• Workplace Essential:

• Boutique Management: Requires in-store presence to develop and coach teams, ensure boutique image and operational standards are upheld, and deliver elevated client service to drive business results.

• Front of House Fashion: Full-time in-store and in-person presence required to support client sales and client service deliver elevated client service to drive business results.

• Heart of House: Requires in-store presence to facilitate the opening and closing of the boutique; the receiving of inventory; shipping of product to support sales to ensure optimal client service.

Chanel, Inc. reserves the right to edit, change, or make exceptions on designations where circumstances where deemed appropriate.

ONLY FOR INTERNAL POSTING AS NEEDED: * This role is considered critical in terms of skills, capabilities and preparedness needed. Hence, this is a role that has been discussed throughout regular cycles of people development and succession planning discussions. As a result, a few candidates are likely in discussions and advancing through the recruitment process. However, we still encourage your interest and application as we commit to a fair, objective, and developmental process for all.*

Additional Information:

Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:

Diversity and Inclusion:

• At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.

• We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Chanel Community:

• CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.

• Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.

Sustainability:

• CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.

• Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.

Arts and Culture:

• We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent. US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.

Fondation Chanel:

• Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny. Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.

• For more information, please navigate to the Fondation Chanel website here

Career and Leadership Development:

• We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.

Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.