The Team:

The Hermes.com team oversees all content and aspects of the eCommerce business while supporting omnichannel services and client phone, email and Live Chat inquiries. Our team oversees internal training strategies and initiatives to deliver a best-in-class client experience and to champion the development of our team members.

The Opportunity:

As a Client Relations Training & Development Specialist, you will support the Senior Manager with the development and implementation of training programs for the Client Relations team and will perform regular quality assurance checks to identify training opportunities. You will help to identify areas of development, support with talent recruitment, and schedule team building events and guest speakers in partnership with your Senior Manager. In collaboration with your Senior Manager, you will oversee client communication on social media channels.

Role and Responsibilities

Functional Responsibility

• Support with the development and rollout of yearlong training programs to foster continued learning for Client Relations Coordinators. Partner with Senior Manager to create and share follow-up quizzes to test knowledge and ensure retention of information.
• Serve as a subject matter expert in client communication and escalation resolution. Recommend creative communication, engagement and learning solutions for team members in partnership with Senior Manager.
• Assist with the creation and execution of new hire training plans. Partner with Senior Manager to create and share follow-up quizzes to test knowledge and ensure retention of information.
• Help Senior Manager to prepare high level reporting on success of trainings; make recommendations for new solutions and to improve existing offerings. Collect feedback from training attendees and team leaders before and after trainings to best understand and adapt to learning needs.
• Perform regular internal quality assurance checks and competitive analysis with other luxury contact centers to identify training opportunities and share feedback with Senior Manager and Director.
• Help support the Client Relations Center during peak volumes and with elevated client issues, as needed.
• Support with recruiting efforts through active outreach and initial screen calls.
• Continue to develop analytical and public speaking skills with ongoing trainings.
• Schedule trainings and team events as confirmed by Senior Manager, monitoring attendance accordingly.
• Support with delivery of company communications through verbal and written announcements including via Teams, email, and weekly newsletter.
• Oversee social media communication with clients and utilize these interactions to help support trainings surrounding client experience and communication skills. The Senior Manager and Director will support the Specialist as needed.
• Work closely with Client Relations leadership team to successfully pre-board and onboard new talent.
• Execute all other duties assigned by Senior Manager.

Supervisory Responsibility

• • No

Budget Responsibility

• • No

Decision Making Responsibility

• • No

About You:

• BA or equivalent, preferred
• 1-2 years in a similar role and environment, preferred
• Ability to work independently and as an active team player.
• Possible weekend coverage as needed, flexible scheduling
• Proven ability creating, leading, and supporting training and development strategies
• Willingness to take on new opportunities and tough challenges with positivity, energy, and enthusiasm
• Demonstrates strong level of comfort in translating vision into strategy
• Excellent classroom facilitation, and presentation and interpersonal skills
• A passion to learn and gain subject-matter expertise
• Exceptional project management skills, with an ability to work on multiple priorities simultaneously
• Proficiency in Excel, Word, and PowerPoint